FACTORS INFLUENCING CUSTOMERS’ INTENTION TO USE E-BANKING SERVICE: THE CASE OF COMMERCIAL BANK OF ETHIOPIA SELECTED BRANCHES IN ADDIS ABEBA

Abstract

The objective of this study is to examine the Factors Influencing Customers’ Intention to Use E Banking Service in Commercial Bank of Ethiopia in central district. In addition, the study consider independent variables which are attitude toward behavior, subjective norm, perceived usefulness and perceived ease of use and dependent variable users’ intention to use e-banking service to determine whether a relationship exist between the variables.in order to attest the study objectives the researcher use both descriptive and explanatory survey design. A total of 384questionnaireswere distributed to customers of the commercial bank of Ethiopia in the central Addis Ababa district of which 372 was used. The respondents were selected using a simple random sampling technique. The questionnaire was tested for its reliability and found to be reliable enough to study the research questions. The data was collected through questionnaire and by using inferential statistics in SPSS software and presented in the form of descriptive data analysis, correlations and regression analysis. The finding of the study indicates that there is significant positive relation between the independent and dependent variable. The researcher concluded that Perceived ease of use of e-banking had a high significant effect on customer's intention to use electronic banking. This study has implications for research and practice. On the practical side, the results have shown perceived usefulness is a significant driver to the intention to use electronic banking Bank customers are sensitive to risk. The study recommended cultivating awareness to change the perception that e- banking s suitable and time saving with their some problems cultivate awareness to change the perception that e- banking s suitable and time saving with their some problems