CUSTOMER’S ATTITUDE TOWARDS E-BANKING IN THE CASE OF COMMERCIAL BANK OF ETHIOPIA, GUBREA BRANCH.

Abstract

This research tried to investigate customer’s attitude towards e-banking in the case of commercial bank of Ethiopia at Gubra branch. Ethiopian commercial banks did not satisfy their customers enough due to a number of problems hindering the smooth delivery of electronic banking services. Because of this the researcher wants to fill the gap by assessing the attitude of customers on E- Banking in five dimensions like, perceived usefulness, perceived ease of, perceived credibility, convenience and service quality. The objective of this study was to assess customer’s attitude towards mobile banking and to examine customer’s attitude towards internet banking at Gubra branch. The researcher used descriptive research design. The primary data was collected through distributing research questionnaires for ATM user, mobile banking user and internet banking users. The study was based on the data collected from 379 customers by using multi stage sampling method. The descriptive analyses concluded that from total of 379 respondents 275(72.55%) customers have good attitude as they agree on electronic banking service as it is easy to use, it provides safety and security service, it is cost effective, it provides speedy service and it is time saving process. In order to satisfy customers and increase the number of customers who use internet banking service managers and other technology designer should adjust such obstacles.