Abstract:
The main purpose of the study was to examine determinants of mobile and agent banking service
adoption: evidence from selected commercial banks in Ethiopia. The study specifically examined
the effect of perceived trust on Agency banking adoption on Equity bank customers in Ethiopia,
assessed the effect of perceived usefulness on Agency banking adoption on commercial banks
customers in Ethiopia, and examined the effect of perceived ease of use on Agency banking
adoption on commercial banks customers in Ethiopia. The study adopted the Technology
Acceptance Model (TAM) to conceptualize the variables as used in the study. In the study, a case
study research design was adopted; convenience sampling technique was used to select a sample
of 81 customers from a population of the respondents. Quantitative and qualitative approaches
were used to collect data from commercial banks customers with the help of questionnaires. In
the study, analysis was done at different levels first with descriptive statistics, followed by
correlation and later regression analysis. The findings of the study revealed that perceived trust
was the strongest predictor of Agency banking adoption among commercial banks customers
(Beta=0.368, p=.000), this was followed by perceived usefulness (Beta=0.272, p=0.004) and
lastly perceived ease of use (Beta=0.261, p=0.007). The study recommended that efforts should
be done to enhance perceived trust, perceived usefulness, perceived ease of use in a bid to
increase agency banking adoption.
