| Abstract: | The reason for conducting this survey was to find out the factors influencing the adoption of
electronic banking among Ethiopian commercial bank customers. Data were collected through
questionnaires distributed to a target group of 400 customers of selected branches, with a
response rate of 95.4%. A quantitative research approach was used to answer the research
questions. The collected data were analyzed using SPSS version 26 for descriptive and
inferential analysis. The relationship and influence of factors were analyzed using Pearson
correlation and multiple regression analysis. The research results showed that the explanatory
variables e-banking service awareness, e-banking device disruption, trust and demographic
factors were identified as significant influences on e-banking adoption. Approaches to enrich ebanking
services are also suggested, including creating more user-friendly websites, reducing
users' risk concerns, and the role of government in improving ICT infrastructure. Finally, in
order to achieve a sustainable adaptation of e-banking services by financial institutions that best
meet customer needs, more research work is suggested to further analyze the participation of ebanking
services in larger economic transactions. The findings suggest that enhancing usersfriendly
interfaces, addressing security concerns, and improving ICT infrastructure could boost
e-banking adoption. The thesis concludes with recommendations for further research to support
sustainable e-banking services tailored to customer needs. |
