| Abstract: | The aim of this study is to assess digital banking implementation challenges mainly
focused on major types of digital banking service offered to customers in selected
branches of Commercial Bank of Ethiopia in kirkos Addis Ababa District. Based on
the general objective, the study has also formulated eight specific objectives and
examined each in depth. In conducting the study, descriptive research design was
employed. Both primary and secondary data were collected for the purpose of this
study from customers of CBE in kirkos Addis Ababa district. Data was collected from
respondents using questionnaire and key informant interviews.From the analysis of
the collected data, the findings revealed that fund transfer, cash withdrawal, bill
payment, purchasing goods, and service are the major service options available to the
customer once they have begun to use digital banking. Besides, it is also confirmed in
the study that the bank provides digital banking service to its customers using
alternative channels of ATM, internet banking, mobile banking, CBE birr and point of
sales. On the viewpoint of the customers: reduced costs, increased comfort and time
saving, better cash management, faster way of conducting banking transactions are
some of the benefits of using E banking and customers moderately understand the
service of electronic banking provided by the bank. Based on sampled customer and
key informants lack of suitable legal and regulatory framework, infrastructure issues,
security concerns, and service design with respect to local languages option and
unable to print receipt of online transactions are among the major challenges of ebanking service provided by CBE in the study area. However, Nurturing digital
literacy to facilitate consumer trust and acceptance, investment in advance technology
,increase digital banking service accessibility 24/7 and train all employees who have
direct relation with the customers and placing policy and procedures for dealing with
digital banking transaction error, theft or fraud and system malfunction & human
error are recommendations. |
