ASSESEMENT ON CHALLENGES OF E-PAYMENT SERVICE PRACTICE IN COMMERCIAL BANK OF ETHIOPIA

Abstract

The main objective of this research is to assess the challenges of e-payment service practice in Commercial Bank of Ethiopia (CBE). The study examined service challenges within the context of CBE E-Payment services using Technology- Organization –Environmental (TOE) approach with some modification to guide the research. The study followed descriptive research design and samples were taken from the CBE four selected branch clerical staff by using conveniencesampling technique. The data was analyzed and tested using SPSS to show the technological factor, organizational factors and environmental factors on implementation problems of Epayment services. Based on the statistical analysis environmental factors were found to have significant influence in implementation of E-payment services. The findings of the study were all consistent with prior researches. The study revealed areas of improvement with possible solutions that mitigate the identified major challenges, which includes continuous reviewing and up grading of the existing security system, emphasis for appropriate promotion, and collaboration with other banks to have government support especially to the environmental factors of ICT infrastructure, familiarize their customers with the processes and benefits of the system, hiring well trained and experienced IT professionals to handle the E-payment service and facilitate proper and continuous training for their employees. Furthermore, the study suggests that future researches may embark on comprehensive investigation by incorporating customers’ perceptions of all Ethiopian Commercial Banks.