Assessment of Mobile Banking Services Usage in Commercial Bank of Ethiopia

Abstract

With the convergence of banking services and mobile technologies, users are able to conduct banking services at any place and at any time through mobile banking. This is, therefore; mobile banking has a vital advantage for customers. The main purpose of this study is to assess the practice of mobile banking in Commercial Bank of Ethiopia. In so doing, the research used the extended TAM Model, which deals with the factors influencing the practice of mobile banking i.e., Convenience (perceived usefulness and perceived ease of use), perceived trust, perceived risk, perceived cost. Data for the study was collected through questionnaires which were distributed for 200 respondents and analysis of findings are done based on 180 complete responses. The study employed frequency for analysis. Accordingly, the research has found that customers in the CBE perceived that mobile banking service is useful and easy to use. In addition, customers at CBE perceive that infrastructure is the most critical factor for the customer to use mobile banking service.