Factors Affecting Usage of Electronic Banking Services Among Customers of Commercial Bank of Ethiopian Waliso Town

Abstract

E-banking can be creating a platform for its customers to generally access information and to transact businesses electronically through an electronic device without necessarily being present at the bank. The main objective of this study was to assess factors affecting electronic banking services usage among customers in Waliso Town, Ethiopia. Data were collected from 423 participants, and 412 customers were the completed interview and gave the response rate of 97.4%. Convenient sampling technique was used to select study participant from the all-Banks branches. Data was entered into the Epi-data manager version 4.62 and exported to Statistical Package for Social Science version 25 for analysis. Descriptive analysis (like frequencies, percentages, means, and standard deviation) and inferential analysis was done. The result was presented using text, tables, and charts. This study was clearly indicated awareness on electronic banking services, perceived usefulness, perceived ease to use and perceived risk were significantly associated with electronic banking services usage. Managers and banks workers work hard on giving advice and information on awareness, usefulness, ease to use, and risk of electronic banking services to enhance electronic banking services usage. Bank manager should strength information desk team who are work in distributing promotion materials, and forward updated services on electronic banking service to improve electronic banking service usage. The banks workers also work hard on service quality rather than focusing only on number of users that doesn’t guarantee the banks digitalization strategy by giving necessary support to customers and work on problem solving properly.