Opportunities and Challenges in the Adoption of E-Banking Services: The Case of Dashen Bank S.C.

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Addis Ababa University


This research project reports the findings of a study conducted to investigate opportunities and challenges in the adoption of E-banking services with respect to Dashen Bank S.C. The study examined opportunities and challenges within the context of Dashen Bank’s E-banking services using a combination of Technology Acceptance Model (TAM) and Technology- Organization – Environmental (TOE) with some modification to guide the research. The study followed survey method and samples were taken from the Dashen Bank clerical staff using simple random sampling technique. The data was analyzed and tested using linear regression to show the effects of perceived usefulness, perceived ease of use, perceived risk, organizational factors and environmental factors on adoption of E-banking services. Based on the statistical analysis, perceived usefulness was found to have significant effect on adoption of E-banking services in Dashen Bank. Moreover, perceived risk and environmental factors were found to have significant influence in adoption of E-banking services. The findings of the study were all consistent with prior researches. The study revealed areas of improvement with possible solutions that mitigate the identified major challenges, which includes continuous reviewing and up grading of the existing security system, emphasis for appropriate promotion, and collaboration with other banks to have government support especially to the environmental factors of ICT infrastructure. Furthermore, the study suggests that future researches may embark on comprehensive investigation by incorporating customers’ perceptions of all Ethiopian Commercial Banks. Keywords: E-banking, Adoption, Opportunities, Challenges, Dashen Bank



E-banking, Adoption, Opportunities, Challenges, Dashen Bank