FACTORS AFFECTING ELECTRONIC PAYMENT PERFORMANCE: A CASE STUDY ON COMMERCIAL BANK OF ETHIOPIA IN JIGJIGA

Dr. Perways Alam; Dr. Imran Azad

Dr. Perways Alam Associate Professor, Department of Accounting and Finance, College of Business and Economics, Jigjiga University, Jjgjiga, Ethiopia.
Dr. Imran Azad Assistant Professor, Department of Business Administration, College of Applied Sciences, Salalah, Ministry of Higher Education, Sultanate of Oman.

Keywords: Electronic Payments, ATM Service Quality, POS, Mobile Banking, Internet banking, E-banking

Abstract

The purpose of this study is to assess whether electronic payments performances (EPP) have been addressing individuals’ of quality life through providing ease of payment for online transactions. Currently the banking service is well equipped with innovations and as the application of the technology in the banking industry is becoming so significant firms have made huge investment on technology based banking and shifting from conventional (bricks and mortar) banking to such branchless mode of banking. Following such shift customers are also shifting to technology based banking service due to perceived usefulness, convenient to use, privacy and freedom of mobility. Thus, the objective of the study was to assess the status of electronic-payment performance in the case of Jigjiga CBE branches. The results of the study reveal that the effect of E-payments service dimensions on the performance of E-payments is direct and significant. More than 65% of respondents signed on positively showing that customers have interest and found out convenient to use the banking technology instead of interacting with human tellers. It also allows customers to transact their banking service quickly, it saves time, some others do not misuse their personal information, and customization is good. Hence it can be concluded that the overall application of CBE e-banking has a bright future in the Ethiopian banking industry and CBE has a chance to mobilize the potential customers and reap more profits through provision of quality service using the banking technology as an interface. In addition, the bank has to increase features and improve the facilities of the technology based banking service in such a way that customers can receive a wider range of financial services. Specifically providing simple, differentiated customer-focus services based on changing and growing customer behaviour and preferences.

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