FACTORS AFFECTING CUSTOMERS’ SATIFACTION WITH REFERENCE TO ELECTRONIC PAYMENT SYSTEM IN ETHIOPIAN BANKING SYSTEM: THE CASE OF COMMERCIAL BANK OF ETHIOPIA.

Abstract

This study is conducted with the purpose of examining factors affecting customer satisfaction referencing electronic payment in Ethiopia in the case of commercial bank of Ethiopia. The study was conducted based on data collected from staff and customers of commercial bank of Ethiopia through questionnaires and interviews. The collected data was then coded and inputted on SPSS for descriptive and inferential statistical analysis. The response of interviews and the survey show that there are certain issues that become a challenge for the use of EPS in Ethiopia. In this regard, the result of the study indicated that the major challenges for the use of EPS in commercial bank of Ethiopia are lack of awareness and information, inadequate point of sale terminal, lack of governmental support, Security risk, lack of trust, shortage of skilled professionals, and lack of adequate infrastructure, functionality of technology and economical problem. The study suggests a series of measures which could be taken by commercial bank of Ethiopia and the Ethiopian government to address various challenges identified in the study. These measures include; enhancing the awareness level of individuals on EPS. implementing powerful security programs, establishing a clear set of legal framework on the use of technology in banking industry, supporting banking industry by investing on telecommunication infrastructure and hiring well trained and experienced IT professionals to handle the EPS business completely with adequate knowledge.