Factors affecting E-Banking Services Adoption in NIB International Bank S.C: Customers Perspectives

Abstract

Electronic banking services in Ethiopia have not been widely used by most bank customer due to a variety of reasons. The most of bank customers are obliged to conduct more of their banking transactions using traditional method of banking services. Therefore, the main objective of this study is to identify factors that affect customers’ usage of electronic or online banking services. The type of research applied in this study is descriptive in nature. A total of 413 actual users of traditional banking services users were used as a sample. A well-structured questionnaire was used to collect the relevant information. The data analyzed using Structural Equation Modeling revealed that perceived usefulness, perceived cost of internet, perceived ease of use, attitude towards e-banking, perceived trust, awareness as well as the availability of internet/network connection have a significant positive impact on users of e-banking usage practice. These findings suggest that nib international bank s.c should create awareness to its customers with regard to the usage and benefits of e-banking service delivery channels as well.