Executive Master of Business Administration

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Challenges and opportunities of ethioPay ATM service
(Addis Ababa University, 2018-06) Getachew, Taddesse; Mesfin, Fikre (PhD)
Irrespective of its importance to the customers and financial system, ethioPay interbank service is operating inefficiently. Since there are no studies conducted on this topic especially on ethioPay, this study has been conducted with an objective of identifying challenges and opportunities of ethioPay ATM from perspectives of interconnected banks and supervisors. This study used descriptive research design that uses descriptive survey. Primary data was collected from 68 workers at EthSwitch, interconnected banks and national bank through interviews and questionnaires. Data was analyzed through Statistical Package for Social Science (SPSS). The study identified challenges such as inappropriate ATM location, low level of customer awareness, inefficient ATM management by the banks, frequent network failure, low level of interest and skills of the banks to use the service. This service brought opportunities to banks by reducing investment cost and foreign currency outflow, decreasing unit cost of transaction, improving service quality and reaching customers of other banks. The study recommends creating awareness to customers, improving network quality, appropriate ATM location and proper follow up by supervising organs.