| Abstract: | This study aimed to examine the attitudes of employees and customers towards
electronic banking in the commercial bank of Ethiopia. The study was
conducted based on the data gathered from the employees and customers of
Commercial Bank of Ethiopia. Mixed research approach was employed to
answer the research questions that emerged through the review of existing
literature and the experience of the researcher with respect to the E-banking
system. The descriptive statistics such as tables, frequencies and percentages
were used to analyze the data obtained from the survey questionnaire. From
the analysis of collected data, the finding showed that ATM, Mobile Banking,
Internet Banking and POS were the major e-banking technology used in
Commercial Bank of Ethiopia. In accordance with the result of this study,
respondents had good perception towards the benefits of e-banking such as:
E-banking is the best means to reduce customer overload, best way of
achieving vision, eliminates time constraint, and better managing of finance
transactions. The findings of the study also shows the respondents’ attitudes
that frequent network failure, lack of awareness on the benefit of E- Banking,
high rate of illiteracy, and resistance of customers to accept new E-banking
technology were problems of E- Banking. Based on these, it was recommended
that the bank should localize languages for his customers; familiarize its
customers with the process and benefit of the system. A suggestion was also
made for the government to invest on the telecommunication infrastructure to
overcome the problem of network and power interruption. |
