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Customers’ Perception towards Mobile Banking Security: The Case of Commercial Bank of Ethiopia in Addis Ababa.

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dc.contributor.advisor Lamenew, Dr. Workeshet
dc.contributor.author Kindie Kebede, Hailieeyesus
dc.date.accessioned 2018-11-09T11:40:25Z
dc.date.available 2018-11-09T11:40:25Z
dc.date.issued 2016-06-04
dc.identifier.uri http://localhost:80/xmlui/handle/123456789/14058
dc.description.abstract Today, the advancement of mobile technologies has provided an opportunity for financial service providers in introducing new financial innovations. One of the emerging financial innovations introduced by financial service providers is mobile banking. This research tries to look into the customers’ perception towards mobile banking security at Commercial Bank of Ethiopia in Addis Ababa. There are a lot of literatures available on various online banking services like internet, ATM banking, on customer’ behavior and also on mobile banking adoption. However, the literature on customers’ perception on the mobile banking security aspect in case of Ethiopia is very limited on the contrary to other e-banking services, so this type of research plays a great importance in the area. In recent research and studies it was found out that while mobile banking applications have become popular in many countries and regions, these are not still widely used as expected. The main barrier that may be cited here is the concern of security by the customers’ towards using the system. The study is based on the research model that weaves two theoretical grounds. The research model includes basic constructs from the protection motivation theory (PMT) and also the two important constructs from the technology acceptance model (TAM) to be integrated with the first theory. What is more here, two important constructs were selected from the trust topology, since the PMT has a risk concept (construct),which is neglected in adoption theories, and also risk and trust are important concepts that go together. This makes our framework more comprehensive. A survey questionnaire was developed and employed to collect data from 170 customers. An interview was also conducted with the mobile and internet banking manager. Multi stage cluster sampling technique was used (random sampling to select the branches of the bank and convenient sampling to select respondents). Pretesting of the questionnaire was also done. The results of the data analysis contributes to the body of knowledge in the area by demonstrating that some factors such as perceived ease of use, trust belief ,self-efficacy, perceived risk, and perceived vulnerability are found to be strong factors affecting customers’ perception towards mobile banking security and a motivation to take protection action. The study also revealed that it is possible to determine customers’ perception towards mobile banking security by integrating constructs from different theoretical models. Although the study has its limitations, the implications of the results allow by providing practical recommendations to the banking industry, and directions for further work. en_US
dc.language.iso en en_US
dc.publisher Addis Ababa University en_US
dc.subject Mobile Banking, Protection Motivation (PMT),Technology Acceptance Model(TAM) en_US
dc.title Customers’ Perception towards Mobile Banking Security: The Case of Commercial Bank of Ethiopia in Addis Ababa. en_US
dc.type Thesis en_US


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