THE CHALLENGE AND OPPORTUNITIES OF GOVERNMENT UTILITY PAYMENT PRACTICE IN CASE OF COMMERCIAL BANK OF ETHIOPIA

Abstract

Commercial bank of Ethiopia (CBE) is a government bank and it will be responsibility to collect government utility payment and resources of a country. The total sample size was 190. Major challenges where it affects other services by creating long queues and overcrowding will create dissatisfaction for the existing customer, networking problem, Service delivery of time will decrease, creating of burden especially for BBO and it requires fast and secure networking system. the most ranked opportunities identified in this study that To get new additional customer, To maximize local currency deposit mobilization through service charge and normal saving, bring unbanked society to the bank, to promote CBE birr to the customers, opens the opportunity to CBE birr agents to collect high commission and helps the bank to become competitive with other similar financial sectors. the researcher also recommend to solve the problem of overcrowdings in each CBE branch during utility bill payment create sufficient awareness about CBE birr how customers pay bill payments using CBE birr mobile application. CBE also notify or announce if customers implement their bill payment using CBE birr mobile application online they get a discount of two birr per month and save their time as well as their energy.