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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/8375
Title: ASSESSMENT OF CUSTOMERS’ ATTITUDE TOWARD MOBILE BANKING SERVICE (THE CASE OFABYSSINIA BANK)
Authors: ZEWDU, TSEDALE
Keywords: Mobile Banking Usage, Customer Attitudes, Perceived usefulness
Issue Date: Jul-2023
Publisher: St. Mary’s University
Abstract: The study assessed Customers’ Attitude towards Mobile Banking Service in Abyssinia Bank, Addis Ababa. The main objective of this study was to assess customers’ attitude towards mobile banking service in Abyssinia Bank. The study employed a descriptive research design and designed a questionnaire survey instrument to assess customers’ attitude towards mobile banking in order to address the research question. The researcher adopts a mixed research approach. The target populations were customers of M-banking service usage of Abyssinia bank. The target populations of the study were 11473 out of which 386 were samples in the study. The researcher had used both probability and non-probability sampling techniques. The researcher used both primary and secondary data collection tools. The refined data was analyzed using descriptive statistics involving percentages and frequency distribution, tables and charts were used to give a summary of data and displayed in a meaningful manner. To analyze the collected data in line with the objective of the research undertaking, statistical procedures were carried out using SPSS software. In light of the present findings, it can be concluded that customers’ have positive attitude toward mobile banking is significantly influenced by Perceived usefulness, Perceived ease use, trust and awareness towards mobile banking services. Abyssinia bank should give more attention to the awareness creation about the mobile banking service, especially to those factors reliability, perceived usefulness, perceived ease of use, and Trust, Attention should be given to the risks which could affect day-to-day transactions performed through mobile devices. Thus, in order to enhance customers, trust in the Abyssinia banking services being offered. So creating trust on the customers is having a critical value, the mobile banking authorities should necessary step in to increase the convenience benefits of using mobile banking and other pertinent recommendations were included in the study.
URI: http://hdl.handle.net/123456789/8375
Appears in Collections:Marketing Management

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