Abstract:
The general purpose of the study was to investigate the electronic banking services and its usage
by customers in commercial bank of Ethiopia. A quantitative cross-sectional self-report survey
research design was used to reach the aim of this study. The target population of the study
consisted of customers of CBE, who were using e- banking services in CBE Gondar main
branch. The major instrument that was used in the collection of data for this research work was
questionnaire. The questionnaire was prepared based on the literature review and by making
some adaptations from prior researches. The data was analyzed using both descriptive and
inferential statistics. The result of the study revealed that the majority of the respondents used
ATM, followed by mobile banking, and the combination of ATM and Mobile banking. Internet
banking and tele banking services are the least adopted.Majority of the respondents used
electronic banking services for depositing money, followed by balance enquiry, and transfer
fund. The least used services by the respondents are Cheque book order, Interim Statement, and
Min statement.Further, the result of descriptive statistics revealed that the introduction of ebanking
services moderately affected customers’ perception about the services offered by
Commercial Bank of Ethiopia. Descriptive analyses revealed that the respondents rated most of
the electronic banking services quality dimensions highly. Multiple regression analysis was
employed to test the impact of perceived ease of use complexity, compatibility, trialability,
observability perceived risk, and attitude on customers’ adoption of e-banking services.The
result of Multiple regression analysis revealed that perceived ease of use, compatibility,
observability,attitude,trialability, perceived usefulness, and complexityhave significant effect on
customers’ adoption of electronic banking services. However, perceived risk has no significant
effect on adoption of electronic banking services. Finally it is recommended that because
adoption of e-banking is affected by several factors, banks need to know the factors that
influence customers to adopt E-banking technology.
Key Words: Electronic banking, Adoption, Electronic service, Service quality, Commercial bank
of Ethiopia.
