FACTORS AFFECTING CUSTOMERS INTENTION TO USE ELECTRONIC BANKING SERVICE CHANNELS. THE CASE OF COMMERCIAL BANK OF ETHIOPIA

Abstract

This study aims to examine the Factors Influencing Customers’ Intention to Use E Banking Service Channels in Commercial Bank of Ethiopia in Nefas silk district. A sample of 372 respondents selected from the customers of the commercial bank of Ethiopia Nifas Silk district. A questionnaire was distributed to the respondents. The data was collected through questionnaire and by using inferential statistics in SPSS Version 22. The research shows that attitude, subjective norm, behavioral intention, perceived usefulness and perceived ease of use, lack of internet connection and perceived risk were significant in affecting users ’intention to use ebanking service channels. The behavioral intention emerged as a significant factor followed by attitudes and perceived usefulness in predicting an individual’s intention to use e-banking service channels. Finally, attitude is jointly predicted by behavioral intention, perceived usefulness, perceived ease of use and perceived risk while perceived ease of use contributed more for the variation in attitude and the reducing the burden on branches, improving customer relations, reducing overall costs, reducing human error, saving time, and other additional benefits identified in the research are considered to be the banks' great potential to improve their public image. It is recommended to cultivate awareness to change the perception that e- banking is suitable and time saving with their some problems.