EVALUATION OF E-BANKING ON THE PERFORMANCE OF COMERCIAL BANK OF ETHIOPIA AND USER EXPERIENCES

Abstract

The bank has always been a very intense business, especially in the last few decades when information technology had a strong influence on the banking sector. This research followed almost the same pattern, particularly by examining the factors influencing information technology adoption. However, little work has been done to identify these factors in electronic banking services in developing African Countries. The purpose of this research is to evaluate the influence of E banking in Commercial Bank of Ethiopia. The research has used factors perceived ease of use, quality, service, efficiency, and e-banking adoption. The data were collected from 50 respondents of CBE. This study uses the descriptive analysis. The results show that customer trust mediates between the perceived ease of use, infrastructure, security, and e-banking adoption. The practical result of this research is the provision of information and knowledge to the Ethiopian Commercial Bank, which is the financial backbone of this country. Further, combining Trust in technology will improve confidence in Ethiopian banking sector. Hence, the government should make more efforts to sustain and improve e-banking through technology-driven innovation in the banking sector