Assessment of E-Channels Practice & its Challenges in the Banking Sector in Ethiopia: The Case of Bank of Abyssinia
No Thumbnail Available
Date
2023-11-03
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
A.A,U,
Abstract
This study aims to assess the practice and challenges of e-channels in the case study
organization, Bank of Abyssinia (BOA), in Ethiopia. Embracing innovation in the
banking sector is crucial for competitiveness and meeting customer needs. The research
employed a mixed research approach, utilizing a semi-structured questionnaire
distributed to 399 e-channel users and 43 managerial staff across selected branches in
the east Addis district. Additionally, structured interviews were conducted with branch
managers. Descriptive research design was employed, and data analysis involved both
statistical analysis of the questionnaire data using SPSS version 25 and interpretative
analysis of interview results. The study findings highlight several areas for improvement.
Enhancing communication and coordination, improving accessibility and availability,
and enhancing customer satisfaction were identified as crucial areas for enhancing the e channels
experience for customers. Furthermore, the increasing demand for e-channel
services and the commitment of the government to improve the policy framework present
significant opportunities for adoption in the banking industry. Based on the major
findings, the study suggests several recommendations. Addressing limitations, improving
functionality and user experience, and streamlining transaction processes are essential
steps to enhance customer convenience and efficiency. By addressing these challenges,
BOA can capitalize on the opportunities presented by the growing demand for e-channel
services and the supportive policy environment