Opportunities and Challenges of EthSwitch E-Payment System: A case study of Commercial Bank of Ethiopia
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Date
2018-11-29
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Addis Ababa University
Abstract
World is now at the edge of technology where the bank system is part of it using the advantage of technology towards paperless money. The main objective of this study is to identify the Challenges and Opportunities of EthSwitch E-Payment system project implementation from the perspective of the Commercial Bank of Ethiopia. Mixed research design was employed and primary data were collected through questionnaires and semi-structured interviews from management, employees and users of the system and analyzed using quantitative and qualitative methods. The finding of this study reveal that the most challenging factors to the implementation of EthSwitch Payment system is Lack of Technical support unavailability, lack of trained human resource, lack of coordination and cooperation among banks (issuer and acquirers), branches, districts and EthSwitch process is highlighted together with lack of clear legislation on consumer protection., technological and network problem specifically network failure and system failure, payment modality, security, infrastructure, foreign dependent technology, legal, regulatory issues and users’ resistance to change are among the major challenges in the EthSwitch e-payment system.
On the other hand, the EthSwitch E-Payment system has lots of opportunities change in the society life style though it is slow technological advancement is some of the major opportunities identified by the study and also IT infrastructure development, NBE policy direction that enforces banks to adopt technological innovation. Hence the study recommends working on addressing CBE conduct a capacity building program to its staff, work to create homogenous response and coordination in payment among issuer, acquirer for quicker response to users using the Ethswitch E-Payment, work on upgrading with knowledge and availability of its call center to offer support 24hrs a day and 7 days a week.
System the network connectivity problem, quality of devices, dispute management system to deal with customer grievance and capacity building on the human resource to deal with the challenge
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Keywords
Electronic payment, EthSwitch Project Implementation, challenges, opportunities, Commercial Bank of Ethiopia