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. |