| Abstract: | The major objective of this study was to show the impact of information technology on the
efficiency of Ethiopian banking service using the case of Commercial Bank of Ethiopia.
Specifically, the study aimed to assess the impact of information technology on customer
satisfaction of CBE, to show the impact of information technology on process efficiency of CBE,
and to investigate the effects of interruption in telecommunication service on CBE. Using
purposive sampling data were collected from managers, technical experts and existing customers.
Simple random sampling was used to collect primary data from CBE staffs. Totally, sample size
of 85 was used for the study. The data was analyzed using frequencies & percentages, and
descriptive analysis technique was utilized. Finding from the study indicate that majority of the
bank’s customers receive instant notification on their account. Using various ICT related
products such as ATM, Mobile Banking Service, and Internet Banking Service have reduced long
queues at the branches, and these products have increased efficiency of the individual performers.
Hence, this study concluded by highlighting the introduction of modern banking technologies has
a great impact on efficiency and customer satisfaction. Finally, the study provides some
recommendations such as the bank need to ensure that their banking service quality meets and
exceeds customers’ expectation, as the newly introduced banking technologies have positive
impact on service efficiency and customer satisfaction the bank has to invest more on the ICT
related banking technologies. To minimize the challenges such as power and telecommunication
service interruptions, complexities in using the products offered by the bank and others CBE has
to work hard otherwise it may lead the bank to economic loss. |
