Factors Affecting CBE – Birr Agent Banking System in Commercial Bank of Ethiopia: A Case Study of CBE-Birr Agent

Abstract

This research intends to examine factors affecting the adoption of e-banking system in Commercial Bank of Ethiopia, specifically focusing on CBE-Birr agent banking service. To achieve this objective and answer the research questions, the study adopted both qualitative and quantitative research approaches. The study was conducted based on the data collect from four branches of commercial bank of Ethiopia: Jimma main, AbaJifar ,Awetu and Sedecha. To select survey respondents (employees, customers and agents) from the selected branches, proportional random sampling method was be applied. The collected data was analyzed using descriptive and explanatory methods of data analysis. The study assessed that organizational factors/attributes (system quality, service quality, security, institutional capacity, innovativeness, reachability, and support system), environmental factors (access to internet, access to power, network stability, institutional and legal supports), and customer-related factors (exposure to new technology and risk taking behavior) determines the challenges as well as prospects of adopting agent banking services