Internet Banking Implementation Challenges And Opportunities At United Bank
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Date
2018-11-06
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Addis Ababa University
Abstract
The main purpose of the study was to examine the adoption and implementation of internet banking service project in United Bank. The study was conducted based on the data gathered from 30 branches in Addis Ababa on those are currently providing internet banking service. The total sample size for the study is 175 employees from selected thirty branches of the bank found in Addis. The study used a non-probability sampling design by applying a purposive sampling method to select sample size of 175 respondents. To achieve the main objective of the research, a mixed methods approach was used. The study used a descriptive statistics data analysis method to analyze numerical data gathered using tables. The result of the study indicated that, the major challenges faced in the adoption and development of internet banking services are lack of employees’ awareness, low level of ICT infrastructure, lack of customer awareness, limitation in network infrastructure and internet related support services and security risk. The study identified operational and services benefits from adopting and developing of internet banking service technology such as enhance productivity, reduces paper work, reduce transaction cost, increase reliability and reducing errors as operational benefits and overcome geographic limitation, enhance accessibility of internet banking services (in terms of place), improve customer service, create better relationship among customers as services benefits. The study recommended the bank to provide proper and continuous training for its employees, create deep awareness about internet banking technology to the community; the government should also enforcing policies that supports installation of better ICT infrastructure. In addition the bank should increasing security to gain trust from customers on internet banking usage
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Keywords
Internet banking, Adoption, challenge, opportunities