Assessment of Effect of Perception of Customers Towards Using Electronic Banking in Awash Bank: A Case Study of Bole Branch

Abstract

The purpose of this study is to examine the effect of perception of customers towards using electronic banking in Awash Bank: a case study of bole branch. More specifically, the study aims to identify and describe the relationship between customers benefit perceptions, customers risk perceptions, customers reliability perceptions, customers responsiveness of perceptions and usage of electronic banking services of Awash Bank, bole branch. The study employed a causal research design and used a quantitative research approach. The study also employed simple random sampling technique. A survey was conducted by using 267 structured close ended questions which were distributed to customers of Awash Bank, bole branch. Descriptive and multiple regression statistical tools were used to examine the causal relationship between customers benefit perceptions, customers risk perceptions, customers reliability perceptions, customers responsiveness perceptions and usage of electronic banking services. The findings of the regression analysis showed that customers benefit perceptions, customers risk perceptions, customers reliability perceptions and customers responsiveness perceptions are positively and significantly affected usage of electronic banking services of Awash Bank, bole branch. Thus, this study recommended that the banks should really give emphasis on addressing the correlates of perception effect so as to increase the usage of electronic banking services in Awash Bank, bole branch.