The Challenges And Prospects Of E-banking System In Commercial Bank Of Ethiopia A Case Study Of Cbe-birr Agent Banking

This research intends to examine the challenge and prospects of e-banking system inrnCommercial Bank of Ethiopia, specifically focusing on CBE-Birr agent banking service. Tornachieve this objective and answer the research questions, the researcher adopts both qualitativernand quantitative research approaches. The study was conducted based on the data collectedrnfrom four branches of commercial bank of Ethiopia: Finfine, Gofasefer, Nifas-Silk, and Senga-rnTera. To select survey respondents (employees, customers and agents) from the selectedrnbranches, proportional random sampling method was applied. The collected datawas analyzedrnusing descriptive and exploratory methods of data analysis. The study found that organizationalrnfactors/attributes (system quality, service quality, security, institutional capacity, innovativeness,rnreachability, and support system), environmental factors (access to internet, access to power,rnnetwork stability, institutional and legal supports), and customer-related factors (exposure tornnew technology and risk taking behavior) determines the challenges as well as prospects ofrnadopting agent banking services. The response gathered from agent banking providers (bankrnand agents) and service users (customers) show that there are limitations related to systemrnquality, service quality, security, support system, access to power, network stability, exposure tornnew technology and risk taking behavior of customers. Any effort by the bank to promoternadoption and expansion of CBE-Birr agent banking service should find solutions to suchrnlimitations and challenges. The study also revealed that government’s commitment to support thernsector coupled with the nature of CBE-Birr agent banking, innovativeness, reachability, andrnproblem-solving are the main contributing factors and prospects for wider adoption of CBE-birrrnand related agent banking services. Therefore, the study recommend to the bank to utilize thesernsupports and enabling factors to deal with challenges of adoption and use of agent bankingrnservice/products.

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