Assessing Monitoring And Evaluation Practice Of E-Banking Projects: The Case Of Zemen Bank S. C.
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Date
2017-06-14
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Addis Ababa University
Abstract
The objective of the study was to assess the Monitoring and Evaluation practices of e-banking
projects in Zemen Bank S.C. There are indications that there are problems in the existing
monitoring and evaluation practice of e-banking projects of Zemen Bank S.C. The research
design used was one with a qualitative research approach. Both primary and secondary
qualitative data were collected for the purpose from IT department directors, managers and
officers at the head office level and the banks different documentations. The data collection
techniques were through interview and Focus Group Discussion with key professionals to ebanking
projects. Form the analysis of the collected data, the findings revealed that the major
types of e-banking services that are currently functional are divided into two, Card Banking,
which includes ATM and POS, and Online banking which includes Internet banking and
Mobile Banking. The different challenges encountered in the management of e-banking
projects are technical errors that emanate from interfacing problems of the hardware with the
application software, failure of ATM machines due to recurrent power interruptions which
upset their functions, low level of internet penetration and poorly developed
telecommunication infrastructure, which impede smooth development, improvements and
functioning of e-banking services. In conclusion, Zemen Bank S.C. has different problems in
placing effective monitoring and evaluation system for e-banking projects and a number of
improvements are needed in the future. The Bank should do an organizational restructuring in
order to organize the IT department under a Vice-President Leadership level and should
assign IT Project Manager, investing on extensive trainings for IT professionals is also
recommended, and the Bank should incorporate in its policy a monitoring and evaluation
framework which properly guide the process. So far, no study under this topic was conducted;
hence, this research is of significant value to the bank and for future researcher.
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Keywords
Monitoring and Evaluation, framework, E-banking service