Abstract:
The study was intended to analyze the determinants of customers E-payment utilization in the
Commercial Bank of Ethiopia Bishoftu town. To achieve the objectives, both primary and secondary
data were collected from the selected samples. The collected data were analyzed by employing
descriptive statistics and ordered logit model by using STATA software version 14. The major
finding of the study shows that among the demographic related factors customer’s education and
income level has positively influenced their E-payment Utilization activities, Whereas among the
institutional related factors the network interruption and service charge levied by the bank has a
negative influence while the customer satisfaction and cost reduction concern has a positive influence
on their E-payment Utilization activities. Lastly, among the customer related factors both perceived
risk and lack of willingness to use the service has a negative influence on their E-payment utilization
activities in the study area. Based on the result, the authors recommended that the institution has to
seriously focus on the improvement of frequent quality service delivery in its daily operations that
encourage their E-payment utilization activities and the branch supervisors has to deal with the
concerned body on the network interruption and service charge levied by the bank in order to
facilitate the smooth functioning of customers E-payment utilization activities.
