THEASSESSMENTOFDETERMINANTSOFMOBI LE

BANKI
NGADOPTIONBYCUSTOMERS, CASESTUDYOF
COMMERCIALBANKOFETHIOPI
A,LAFTOVIEW BRANCH,
ADDI
SABABA

BY:
HAI
MANOTZEMENE

MAY,
2021
ADDI
SABABA,
ETHI
OPI
A

1
 THEASSESSMENTOFDETERMI NANTSOFMOBI
LEBANKI
NG
ADOPTI
ONBYCUSTOMERS, CASESTUDYOFCOMMERCIALBANKOF
ETHIOPI
A,LAFTOVIEW BRANCH,
ADDI
SABABA

BY:

HAI
MANOTZEMENE

(
NGVC/
MBA/
R/098/
12)

ATHESI
SSUBMITTEDTONEW GLOBALVI
SIONCOLLEGEMBA
PROGRAM I
NPARTIALFULFI
LLMENTOFTHEREQUIREMENTSFOR
THEDEGREEOFMASTEROFBUSINESSADMINI
STRATION

ADVI
SOR:GI
DAYGEBREHI
WOT(
PH.
D)

NEW GLOBALVI
SIONCOLLEGE

MASTEROFBUSI
NESSADMI
NISTRATI
ONPROGRAM

MAY,
2021

ADDI
SABABA,
ETHI
OPI
A

2
 NEW GLOBALVI
SIONCOLLEGE
BI
SINESSADMI
NISTRATI
ONPROGRAM
ADVI
SOR’
SAPPROVALSHEET
Thi
sist
ocer
ti
fyt
hatt
het
hesi
sent
it
led“
THEASSESSMENTOFTHEDETERMI
NANTSOFMOBI
LE

BANKI ON BYCUSTOMERS,
NGADOPTI CASESTUDYOFCOMMERCI
ALBANKOFETHI A,
OPI LAFTOVI
EW

BRANCH ,ADDI
S ABABA ”submi
tt
edi
nthepar
ti
alf
ulf
il
lmentoft
her
equi
rement
sfort
he
degr
eeofMast
erofBusi
nessAdmi
nist
rat
ion,t
hegr
aduat
epr
ogr
am ofNewGl
obalVi
sion
Col
l
egeandhasbeencar
ri
edoutbyHai
manotZemene,I
d.No.
,NGVC/
MBA/
R/098/
12
undermy super
visi
on.Ther
efor
e,Ir
ecommend t
hatt
he st
udenthas f
ulf
il
led t
he
r
equi
rement
sandhenceher
ebycansubmi
tthet
hesi
stoGr
aduat
ePr
ogr
am ofNewGl
obal
Vi
si
onCol
l
ege.

_
___
___
___
___
___
___
___
___
___
__ _
___
___
___
___
___
__ _
___
___
___
___
_

Nameofadv
isor Si
gnat
ure Dat
e

3
 NEW GLOBALVI
SIONCOLLEGE
BUSI
NESSADMI
NISTRATI
ONPROGRAM
EXAMI
NERS’
OFAPPROVALOFTHESI
S

Thi
sist
ocer
ti
fyt
hatt
het
hesi
spr
epar manotZemene,
edbyHai ent
it
led“THEASSESSMENT
OF THE DETERMI
NANTS OF MOBI
LE BANKI ON BY CUSTOMERS,CASE STUDY
NG ADOPTI OF
ALBANKOFE
COMMERCI THI A,
OPI EW BRANCH ,
LAFTOVI ADDI
SABABA”andsubmi
tt
edi
npar
ti
al
f
ulf
il
lmentoft
her
equi
rement
sfort eeofMas
heDegr t
erofBusi
nessAdmi
nist
rat
ion
compl
i
eswi
tht
her
egul
ati
onsoft
hecol
l
egeandmeet
stheaccept
edst
andar
dswi
thr
espect
t
oor
igi
nal
i
tyandqual
i
ty.

Si
gnat
ureofBoar
dofEx
ami
ner
`s:

Ext
ernal
exami
ner
:__
___
___
___
___
___
___
Signat
ure:
___
___
___
___
Dat
e:_
___
___
___
___
.

I
nter
nal
exami
ner
:__
___
___
___
___
___
___
Signat
ure:
___
___
___
___
Dat
e:_
___
___
___
___
.

Dean:
___
___
___
___
___
___
___
___
_Si
gnat
ure:
___
___
___
___
Dat
e:_
___
___
___
___
.

4
 DECLARATI
ON
I
,Hai
manotZemene,hav
ecar
ri
edoutar
esear
chpr
oposalon“
THEASSESSMENTOFTHE

DETERMI
NANTSOFMOBI
LEBANKI ON BYCUSTOMERS,CASESTUDY OFCOMMERCI
NG ADOPTI AL

BANKOFETHI A,
OPI EW BRANCH ,
LAFTO VI ADDI
SABABA ”i
ndependent
lyi
npar
ti
alf
ulf
il
lment
oft
her
equi
rementoft
heMast
erofBusi
nessAdmi
nist
rat
ionwi
tht
hegui
danceand
suppor
toft
her
esear
chadv
isor
,Andi
netAsmel
ash(
Assi
st.Pr
of.
).

I
,al
sodecl
aredt
hatt
hist
hesi
sismyor
igi
nalwor
kandt
hatal
lsour
cesofmat
eri
als
usedf
ort
het
hesi
shav
ebeendul
yacknowl
edged.If
urt
herconf
ir
mthatt
het
hesi
shas
notbeensubmi
tt
edei
theri
npar
tori
nful
ltoanyot
herhi
gherl
ear
ningi
nst
it
uti
onf
ort
he
pur
poseofear
ninganydegr
ee.

Decl
aredby
:

_
___
___
___
___
___
___
___
__ _
___
___
___
___
___
___
__

Nameoft
heDesi
gnat
e Si
gnat
ure Dat
e

5
 Abst
ract

The st
udy assessed t
he det
ermi
nant
s ofmobi
l
e banki
ng adopt
ion among bank
cust
omer
sinLaf
toVi
ewbr
anch,Addi
sAbaba,wi
thspeci
fi
cemphasi
sonCBE.
Themai
n
pur
poseoft
hisst
udywast
oassesst
hef
act
orst
hataf
fectt
heuseofMobi
l
ebanki
ngi
n
CBE.I
nli
newi
thl
i
ter
atur
e,t
hest
udyappl
i
edt
heor
eti
calf
ramewor
kswhi
chhavebeen
devel
opedf
rom exi
sti
ngl
i
ter
atur
esonM-
banki
ngadopt
ion.Thest
udyadopt
edami
xed
r
esear
chappr
oacht
oanswerr
esear
chquest
ions.Speci
fi
cal
l
y,t
hest
udyusessur
veyof
cust
omer
sandi
n-dept
hint
ervi
ewswi
tht
heM-
banki
ngdepar
tmentempl
oyees.The
st
udyappl
i
edcasest
udyanddescr
ipt
iver
esear
chdesi
gn.Theanal
ysi
soft
hedat
awas
donewi
tht
hehel
p oft
heSPSS ver
sion23 sof
twar
e.Thest
udyused descr
ipt
ive
st
ati
sti
calanal
ysest
ogett
her
esul
tsoft
hesur
vey,anddescr
ipt
iver
esear
chappr
oach
ofnar
rat
ionwasempl
oyedf
ori
n-dept
hint
ervi
ews.Aswel
l
,pr
imar
ydat
awascol
l
ect
ed
byr
andom sampl
i
ng,mai
nlySt
rat
if
iedsampl
i
ngt
echni
quewasappl
i
edt
osel
ectt
he
sampl
efr
om asel
ect
edi
nhabi
tant
s.Fort
hisst
udy,100quest
ionnai
reswer
edi
str
ibut
ed
f
orCBE cust
omer
s and al
loft
hem wer
e successf
ull
y compl
eted and used f
or
anal
ysi
s.The f
indi
ngs showed sex,i
ncome,per
cei
ved secur
it
y oft
he t
echnol
ogy,
per
cei
vedusef
ulnessoft
heser
vice,exper
ienceont
echnol
ogy,awar
eness,per
cei
ved
easeofuse,vol
unt
ari
sm andper
cei
vedf
inanci
alcost
,tobedet
ermi
nant
sont
heuseof
mobi
l
ebanki
ngser
vice.
I
twas,t
her
efor
e,r
ecommendedt
hatbanksi
nCBEshoul
dcr
eat
emor
eawar
eness
t
hroughper
sonali
nter
act
ionwi
thcust
omer
s,moni
toranddevel
opqui
ckr
esponset
o
cust
omer
sinor
dert
obui
l
dcust
omer
’sconf
idence.

Keywor
ds:Det
ermi
nant
s,Mobi
lebanki
ng,Adopt
ion

6
 ACKNOWLEDGEMENT
Iwoul
dli
ket
othankGodandmyf
ami
l
yfort
hei
rsuppor
t.Iwoul
dal
sol
i
ket
oexpr
essmy
gr
ati
tudet
omyadv
isorGI
DAYGEBREHI
WOT( D)f
PH. orhi
sgoodcooper
ati
onwhenIwas
conduct
ingmyr
esear
ch.Ial
sot
hankal
lofy
ouwhom y
ournamei
snotment
ionedher
e,
f
ort
hesuppor
tyouhav
eshowedmet
hroughoutt
hepr
ogr
am.Lastbutnott
hel
eastI
woul
dal
sol
i
ket
othankourl
ect
urer
s.Thanky
ouv
erymuch.

7
 Tabl
eofCont
ent
s

CHAPTERONE 12
I
NTRODUCTI
ON 12
1.
1Backgr
oundoft
hest
udy 12
1.
2St
atementoft
hepr
obl
em 13
1.
3Pur
poseoft
hest
udy 15
1.
4Speci
fi
cobj
ect
ives 15
1.
5Resear
chquest
ions 15
1.
6Scopeoft
hest
udy 16
1.
6.1Geogr
aphi
calScope 16
1.
6.2Cont
entScope 16
1.
6.3Ti
meScope 16
1.
7Si
gni
fi
canceoft
heSt
udy 16
1.
8Li
mit
ati
onsoft
hest
udy 17
1.
9Def
ini
ti
onofOper
ati
onalt
erms 17
1.
10St
ruct
ureoft
hest
udy 17
CHAPTERTWO 19
REVI
EW OFRELATEDLI
TERATURE 19
2I
ntr
oduct
ion 19
2.
1Theor
eti
calRev
iew 19
2.
1.1M-
banki
ngConceptandSer
vices 19
2.
1.2M-
banki
ngTechnol
ogyAdopt
ionmodel
s 21

2.
1.3Ov
erv
iewofdet
ermi
nant
ssofmobol
ebanki
ng 22

2.
2Empi
ri
calRev
iew 25
2.
3.Concl
usi
onandKnowl
edgeGaps 26

CHAPTERTHREE 37
METHODOLOGY 27
3I
ntr
oduct
ion 27
3.
1Resear
chdesi
gn. 27
3.
2Resear
chPopul
aton(t
i argetpopul
ati
on) 29

8
3.
3Sampl
esi
ze 29
Tabl
e1.Popul
ati
onandsampl
esi
zet
abl
e 29
3.
4Sampl
ingpr
ocedur
es 31
3.
5Dat
asour
ce 31
3.
6Resear
chI
nst
rument
s 32
3.
6.1Quest
ionnai
res 33
3.
6.2I
nter
viewMet
hod 33
3.
7Val
idi
tyandRel
iabi
li
tyoft
hei
nst
rument
s 33
3.
8Dat
aAnal
ysi
sandpr
esent
ati
on 34
3.
9Et
hicalconsi
der
ati
ons 35
CHAPTERFOUR 36
DATAPRESENTATI
ON,
ANALYSI
S,ANDI
NTERPRETATI
ON 36
4.
1. I
ntr
oduct
ion 36
4.
2. Respondent
s'Pr
ofi
le 36
4.
3. Det
ermi
nant
sofmobi
lebanki
ngadopt
ion 39
4.
4. I
n-dept
hint
erv
iewr
esul
tsandanal
ysi
sinconnect
ionwi
tht
her
esear
chquest
ions 47
CHAPTERFI
VE 48
SUMMARY,
CONCLUSI
ONANDRECOMMENDATI
ON 48
5.
1. I
ntr
oduct
ion 48
5.
2. Summar
yoft
het
hesi
sandConcl
usi
on 48
5.
3. Recommendat
ions 48
5.
4. Li
mit
ati
onsandFur
therr
esear
chdi
rect
ions 49

Ref
erences 50
Appendi
x1:Quest
ionnai
re 54
Appendi
x2:I
nter
view 55
Appendi
x3:Pr
oposedBudget 58
Appendi
x4:Ti
meFr
ame 59

9
 ACRONYMS

CBE Commer
cial
BankofEt
hiopi
a

M-
banki
ng Mobi
l
ebanki
ng

TRA TheTheor
yofReasonedAct
ion

TPB Theor
yofPl
annedBehav
ior

I
DT I
nnov
ati
onsDi
ff
usi
onsTheor
y

TAM Technol
ogyAccept
anceModel

MBA Mobi
l
eBanki
ngAdopt
ion

10
Tabl
e4.
1:Sexcomposi
ti
on 36

Tabl
e4.
2:Respondent
s'Educat
ional
Lev
el 37

Tabl
e4.
3:Respondent
s'Agel
evel 37
Tabl
e4.
4:I
ncomeofr
espondent
s 38

Tabl
e4.
5:Ownphone 39

Tabl
e4.
6:Awar
enessofr
espondent
s 39

Tabl
e4.
7:Vol
unt
ari
ness 40
Tabl
e4.
8:UseM-
banki
ng 40

Tabl
e4.
9:Pur
poseofM-
banki
ng 41

Tabl
e4.
10:
Adv
ant
ageousness 41

Tabl
e4.
11:
Easi
ness 42

Tabl
e4.
1:NewTechnol
ogyuse 42

Tabl
e4.
13:
Att
it
ude 43

Tabl
e4.
14:
Wor
kty
pe 43

Tabl
e4.
15:
Secur
it
y 44

Tabl
e4.
16:
Risk 44

Tabl
e4.
17:
Cost
li
ness 45

Tabl
e4.
18:GoodM-
banki
ng 46

11
 CHAPTERONE

I
NTRODUCTI
ON

1I
ntr
oduct
ion

Thei
ntr
oduct
ionpar
tcont
ains:t
hebackgr
oundoft
hest
udy
;st
atementoft
hepr
obl
em;
pur
poseoft
hest
udy
,Speci
fi
cobj
ect
ives,r
esear
chquest
ions,scopeoft
hest
udy
,
l
i
mit
ati
ons,si
gni
fi
canceoft
hest
udy
,andt
heoper
ati
onaldef
ini
ti
onoft
het
ermsunder
t
hest
udy
.

1.
1Backgr
oundoft
hest
udy
Thei
mpl
ement
ati
onofmoder
nbanki
ngsy
stem suchasAut
omat
edTel
l
erMachi
nes,
i
nter
netbanki
ngandmobi
l
ebanki
ng,
Tel
eBanki
ng,
Smar
tCar
dbanki
ng,
Debi
tCar
dand
E-
chequebanki
nghasal
l
owedcl
i
ent
stosendandwi
thdr
aw cashf
rom suchdev
ices
mor
eef
fi
cient
lybyr
educi
ngt
hequeui
ngt
imei
nthebanki
nghal
l
sSi
vakumar
an(
2005)
(
2005)
.Accor
dingt
oBar
nes&Cor
bit
t(2003)
,M-
banki
ngi
sapl
atf
orm wher
ebyt
he
consumercommuni
cat
eswi
thabankt
hroughamobi
l
edev
ice,
suchasamobi
l
ephone
orper
sonaldi
git
alassi
stant
.Theobj
ect
iveofM-
banki
ngi
stocont
rolcostbyr
educi
ng
oper
ati
oncost
,impr
ovi
ngper
for
mancebymaki
ngt
heser
vice24/
7,awi
dercov
erageby
enabl
i
ngt
heaccesst
oser
vicef
rom anyl
ocat
ion,
rev
enuegr
owt
hthr
oughbet
terqual
i
ty
andaddi
ti
onalnon-
fi
nanci
alser
vices,andcust
omerconv
eni
encet
hroughper
sonal
i
ze
(
Bradl
eyandSt
ewar
t,
2002)
.

Rot
chana,et
.al
.(
2003)
,asser
tst
hat
,fr
om cust
omer
's poi
ntofv
iew,M-
banki
ng
encour
ageasi
mpl
eandef
fi
cientappr
oacht
ohandl
eper
sonalf
inancesasi
tisav
ail
abl
e
24hour
sadayand365day
sinay
earwi
thoutphy
sical
l
yvi
sit
ingt
hebankandf
rom any
l
ocat
ion.Howev
er,
despi
tet
her
api
dri
sei
nmanywi
rel
esscommer
cialser
vices,
theuse
ofmobi
l
ebanki
ngser
vicesi
smuchl
owert
hanexpect
edandi
sst
il
lunder
used(
Cruzet
al
,2010)
.Hui
l
i&Chunf
ang(
2011)asser
tst
hat
,rel
ati
vet
oal
lbanki
ngt
ransact
ions,t
he
mobi
l
ebanki
ngmar
ketst
il
lremai
nsv
eryl
i
mit
ed.Thati
s,t
hewi
deuseofcel
lphones
andt
heaccept
anceofsi
gni
fi
canti
ncr
easesdonotr
efl
ectmobi
l
ebanki
ngadopt
ionand

12
use.

Consumer
sar
enotusi
ngt
heset
echnol
ogi
cal
l
yadv
ancedser
vicesi
nthedev
elopi
ngwor
ld,
par
tl
yduet
olackofknowl
edgeandpar
tl
yduet
oot
hersecur
it
yissues,sy
stem f
unct
ional
i
ty
(Bhat
t,2016)
.Wei
sbaum (
2015)quot
est
hat86%ofpeopl
eint
heUSwhodi
dnotusemobi
l
e
banki
ngser
vicescl
aimedt
hatt
hei
rbanki
ngneedswer
emetwi
thoutmobi
l
ebanki
ng,and
al
mostt
wo-
thi
rdsofpeopl
ewhodi
dnotusemobi
l
ebanki
ngci
tedsecur
it
yissues,
suchasdat
a
sur
vei
l
lance,phonet
hef
t,orl
ossofphone.Accor
dingt
otheReser
vedBankOFI
ndi
a(2014)
Repor
toft
heTechni
calCommi
tt
eeonMobi
l
eBanki
ng(
2014)
,64bankshav
ebegunmobi
l
e
banki
ng oper
ati
onsi
nIndi
a and t
her
e ar
e 22 mi
l
li
on act
ive mobi
l
e banki
ng user
s,whi
ch
r
epr
esent
s appr
oxi
mat
ely5% oft
otalbank account
s.The keyr
easons behi
nd consumer
r
esi
stancet
omobi
l
ebanki
ngser
vicesi
sconsi
der
edt
obel
ackofknowl
edge,
secur
it
yconcer
ns
andt
echni
cal
probl
emssuchasnet
wor
kfai
l
ures.

I
naddi
ti
on,secur
it
ywasper
cei
vedt
obeoneoft
hekeyi
ssueswhenmobi
l
ebanki
ng
ser
viceswer
eint
roduced(Luar
n&Li
n,2005;Br
ownetal,
2003)
.Accor
dingt
oar
epor
t
byAy
ana(
2014)i
nAf
ri
ca,i
tident
if
iedt
hef
act
orsi
nfl
uenci
ngt
headopt
ionoft
he
el
ect
roni
cbanki
ngsy
stem i
nthebanki
ngi
ndust
ryi
nEt
hiopi
a.Thest
udyshowst
hatt
he
keyobst
acl
est
oel
ect
roni
cbanki
ngadopt
ionar
e:secur
it
ythr
eat
s,l
ackofconf
idence,
l
ack ofl
egaland r
egul
ator
y st
ruct
ures,l
ack ofI
CT i
nfr
ast
ruct
ure,and l
ack of
compet
it
ionbet
weenl
ocal
andf
orei
gnbanks.

1.
2St
atementoft
hepr
obl
em
Thebehav
ior
alt
rendst
hatexi
stbet
weencust
omer
sandt
hei
rfi
nanci
ali
nst
it
uti
onshav
e
beenr
eshaped.Today
,consumer
scaneasi
l
yaccessandr
ecei
vei
nfor
mat
ionont
he
banki
ngser
vicesofv
ari
ouspr
ovi
der
sandt
husmakecompar
isons,andasar
esul
t,
cust
omerl
oyal
tymaybeexpect
edt
odecr
ease.Consumer
sar
e,howev
er,becomi
ng
mor
etechnol
ogi
cal
l
y consci
ous al
lthe t
ime,and t
hei
rmi
str
ustoft
echnol
ogi
cal
pr
ogr
essmaybedecl
i
ning.Al
li
nal
l
,itcanbesai
dthatt
hei
nfusi
onofnewt
echnol
ogi
es
i
ntot
heser
vicesect
ori
somni
presentandwi
l
lcont
inuet
oincr
ease(
Bit
neretal
.2000)
.
Et
hiopi
an banks ar
einv
est
ing heav
il
yin pr
ovi
ding t
hei
rcust
omer
s wi
th e-
banki
ng
ser
vices,assi
mil
art
rendshav
eal
sobeenseeni
nter
nat
ional
l
y.Ther
eadyadopt
ionby
cust
omer
s ofM-
banki
ng ser
vices woul
d enabl
e banks t
oreal
i
ze r
etur
ns on t
hei
r

13
i
nvest
mentwhi
l
e cr
eat
ing a compet
it
ive adv
ant
age f
ort
hem.Howev
er,t
he r
api
d
adopt
ionofM-
banki
ngi
sst
il
li
nquest
ion.

Av
ail
abl
eEt
hiopi
anst
udi
eshi
ghl
i
ghtt
hatr
etai
lbanksf
acemaj
orchal
l
engesi
nmov
ing
cust
omer
sfr
om ov
er-
the-
count
erser
vicest
oe-
banki
ngser
vices(
Afewor
kGugsa,2015,
p.12;Gar
dachew Wor
ku,2010,p.
6).Ther
ehasbeenl
i
mit
edaccept
ance,al
thoughM-
banki
ngi
sver
yhel
pful
.Inot
herwor
ds,r
api
ddev
elopment
sinwi
rel
esst
echnol
ogyand
t
hei
ntensi
vepenet
rat
ionofcel
lphoneshav
eenabl
edbankst
ospendasi
gni
fi
cant
budgetondev
elopi
ngmobi
l
ebanki
ngsy
stems,butmobi
l
ebanki
ngadopt
ionr
atesar
e
st
il
lunder
-usedt
hanant
ici
pat
ed(
Chai
n-SonYu,
2012)
.

I
nspi
teoft
his,l
i
ttl
eresear
chhasbeendonet
o expl
oret
hedet
ermi
nant
soft
he
adopt
ionanduseofM-
banki
ngi
nEt
hiopi
a.Ther
efor
e,t
ofaci
l
itat
erapi
dadopt
ionoft
he
ser
vice,anunder
standi
ngoft
hev
ari
abl
est
hatst
andi
ntheaccept
anceanduseofM-
banki
ngser
vicesf
rom t
hepoi
ntofv
iewofcust
omer
sisi
mpor
tant
.

I
naddi
ti
on,
prev
iousst
udi
esi
nEt
hiopi
aar
erest
ri
ctedpr
imar
il
ytoper
cei
vedadv
ant
ages
anddi
ff
icul
ti
esofe-
banki
ngi
ngener
alandM-
banki
ngadopt
ionofcommer
cialbanks,
t
arget
ingonl
ybankof
fi
cial
sandbankempl
oyeesasasampl
epopul
ati
ont
hatexcl
uded
t
hedomai
nofcust
omer
s.Thi
sst
udyt
her
efor
eassessest
hecr
uci
alf
act
orsi
nfl
uenci
ng
t
headopt
ionofM-
banki
ngser
vicesbycust
omer
samongcommer
cialbanksi
nEt
hiopi
a.
Asar
esul
t,t
heai
m oft
hisr
esear
chi
stoev
aluat
ethemai
ndet
ermi
nant
soft
he
adopt
ionofM-
Banki
ngamongCBEcust
omer
sinNi
fasSi
l
kLaf
tosubci
ty,Laf
tov
iew
br
anch,Addi
sAbaba.Ther
efor
e,t
heshor
tcomi
ngsoft
hepr
evi
ousr
esear
ch,al
ongwi
th
t
hepr
obl
emsdi
scussedabov
e,cal
l
edf
ort
hepr
esentst
udy
.

Bei
nganewt
echnol
ogyf
ort
heEt
hiopi
anbanki
ngi
ndust
ry;
thesubj
ecti
snotav
ail
abl
ein
manyl
i
ter
atur
es.Thef
ew t
hatar
eav
ail
abl
epr
imar
il
yconcent
rat
eondef
ini
ngf
act
ors
t
hati
nfl
uencee-
banki
ngbusi
nessadopt
ionwi
thj
ustaf
ewv
ari
abl
es.

Thust
hef
act
orsi
dent
if
iedar
eli
mit
edandcan'
trepr
esentt
hewhol
e.Butt
hisst
udy
,
usi
ngcasest
udyr
esear
chdesi
gn,wi
l
ltr
ytoi
dent
if
yasmanyf
act
orsaspossi
blet
o
cl
ear
lyseet
hedet
ermi
nant
sofM-
banki
ngadopt
ioni
nCBEandsuggestsol
uti
ont
o

14
sol
vet
hem.

1.
3Pur
poseoft
hest
udy

Themainpur
poseofthi
sst
udywast
oassesst
hedet
ermi
nant
soft
headopt
ionof
Mobi
lebanki
nginCBE.

1.
4Speci
fi
cobj
ect
ives

Thespeci
fi
cobj
ect
ivesoft
hisst
udyar
ethef
oll
owi
ng:
1.Toi
dent
if
ythef
act
orst
hati
nfl
uenceuseandadopt
ionofM-banki
ngi
nCBE

2.Whatar
ethekeysol
uti
onst
oincr
easeM-
banki
ngadopt
ionofcust
omer
s?

3.I
sther
eanymoni
tor
ingandev
aluat
ionofcust
omer
'sM-
banki
ngadopt
ionf
act
ors,
so

t
hatt
oimpr
oveM-
banki
ngadopt
ionr
ate?

1.
5Resear
chquest
ions
Ther
esear
chat
tempt
edt
orespondt
othef
oll
owi
ngquest
ions

1.Whatar
ethekeyf
act
orst
hati
nfl
uencet
hel
evel
ofadopt
ionofm-
banki
ngser
vice?
5.Whatshoul
dCBEdot
oimpr
ovet
headopt
ionofm-
banki
ngser
vices?

6.Whati
stheper
cept
ionofr
espondent
saboutt
heawar
eness,
easeofuse,
compl
exi
ty,
compat
ibi
l
ity
,sel
f-
eff
icacy
,per
cei
vedt
rust
,exper
ience,
tr
ial
abi
l
ity
,educat
ion,
i
ncome,
age,
gender
,rel
ati
veadv
ant
ageandper
cei
vedr
iskofmobi
l
ebanki
ng?

7.Whati
sthel
evel
ofconsumer
’sknowl
edgeaboutmobi
l
ebanki
ngi
nCBEandi
ts
compar
isonwi
tht
hecur
rentadopt
ionr
ate?

15
1.
6Scopeoft
hest
udy

1.
6.1Geogr
aphi
calScope

Thepr
oposedst
udyar
eai
sinNi
fasSi
l
ksubci
ty,
Addi
sAbaba.Thear
eai
slocat
edi
nthe
sout
her
npar
tofAddi
sAbabaci
tywi
thhi
ghpopul
ati
onandeasyaccessi
bil
i
tywi
thal
ot
ofCBEbr
anches.

1.
6.2Cont
entScope

The pr
oposed cont
entof t
he st
udy i
s concer
ned wi
tht
he assesmentof t
he
det
ermi
nant
sofmobi
l
ebanki
ngadopt
ioni
ntheCBE,t
hecaseofLaf
tov
iewbr
anch,i
n
Addi
sAbaba,
Ethi
opi
a.

Thecont
entoft
hisr
epor
twasl
i
mit
edt
other
esul
tsoft
hest
udyandt
heanal
ysi
sof
secondar
ydat
a.Thef
act
orsdet
ermi
ningt
headopt
ionofM-
banki
ngwer
eassessed.The
cont
entf
urt
herexpl
oredt
hesecondar
ydat
afr
om t
het
extbooks,
Repor
tsamongot
her
s.

1.
6.3Ti
meScope

Thepr
oposed r
esear
ch wasper
for
med ov
eraspan ofsev
en mont
hsi
n or
dert
o
ef
fi
cient
lyobt
aini
nfor
mat
ion t
hatsat
isf
iest
hegoal
soft
hest
udyef
fect
ivel
y.The
r
esear
chuseddat
afr
om 2013t
odat
east
hemostr
ecentdat
afort
hepur
posesof
bet
teranal
ysi
sandcompar
ison.

1.
7Si
gni
fi
canceoft
heSt
udy

Wi
tht
hest
udyont
heassessmentofM-
banki
ngadopt
ioni
nCBE,
ther
esear
cherhopes
t
hatt
hest
udypr
ovi
dedt
hef
oll
owi
ngbenef
ici
ari
eswi
thabasi
cmat
eri
al:t
hei
nfor
mat
ion
wasusef
ult
opl
anner
sanddeci
sion-
maker
sindi
ff
erentf
inancepr
ogr
am i
nst
it
uti
ons.
Thest
udyi
dent
if
iedpossi
blechal
l
engesf
aci
ngM-
banki
ngadopt
ion:t
hiscr
eat
esa
basi
sforpossi
blemeasur
est
orespondt
othechal
l
engesi
dent
if
ied.Thef
indi
ngsand
r
ecommendat
ionswi
l
lal
sobeusef
ult
obankmanager
sindet
ermi
ningt
hesol
uti
ons

16
suggest
edher
efort
hegr
owt
hoft
hei
rfi
nanci
ali
nst
it
uti
ons.

Ther
esear
cher
swoul
dal
souset
her
esul
tsoft
hisr
esear
cht
oembar
konar
elat
ed
anal
ysi
s.I
not
herwor
ds,
ther
esul
tsoft
heanal
ysi
sint
hisst
udywi
l
lser
veasagui
del
i
ne
f
orot
herpot
ent
ial
resear
cher
s.

Ther
esear
cheracqui
rednecessar
yski
l
lsofdat
acol
l
ect
ion,i
nter
pret
ati
on,anal
ysi
sand
di
scussi
onandt
hiswi
l
lhel
phi
mincar
ryi
ngoutsi
mil
arr
esear
chi
nfut
ureandt
oenabl
e
hi
m get
ti
ngt
heawar
dofot
herdegr
eesr
elat
edt
obusi
nessadmi
nist
rat
ionoraccount
ing
andf
inance.

1.
8.Li
mit
ati
onsoft
hest
udy

Thi
sresear
chf
ocusedonCBELaf
tov
iewbr
anch,
whi
chi
sver
ysmal
lar
eacompar
edt
o
mobi
l
ebanki
ngmar
ketnat
ionwi
de.Thi
smayl
i
mitt
hef
indi
ngs.Ther
efor
e,t
hisst
udy
r
ecommendsf
urt
herst
udi
esonmobi
l
ebanki
ngadopt
iont
obeconduct
edusi
ngmor
e
t
hanonecasest
udyandacompar
ati
veanal
ysi
sshoul
dbedonet
ofi
ndouti
fther
e
coul
dbeanysi
mil
ari
ti
es.

1.
9Def
ini
ti
onofoper
ati
onalt
erms
Det
ermi
nant
s:adet
ermi
ningf
act
or;anel
ementt
hatdet
ermi
nes(
fi
xes,l
i
mit
s,set
s)t
he
nat
ureofsomet
hing(
M.Webst
er)
.

Mobi
lebanki
ng:Accor
dingt
oTi
war
i(2006)
,Mobi
l
eBanki
ngi
schar
act
eri
zedas“
The
av
ail
mentofbank-
rel
atedf
inanci
alser
vicest
hroughmobi
l
edev
ices.I
tcompr
isesof
f
aci
l
iti
esi
nthef
iel
dofaccount
ing,
broker
ageandf
inanci
ali
nfor
mat
ion”
.Mobi
l
ebanki
ng
r
efer
stot
he pr
ovi
si
on off
inanci
alser
vicesl
i
nked t
o banksbymeansofmobi
l
e
t
elecommuni
cat
ionsdev
ices.Faci
l
iti
est
oper
for
mfi
nanci
alt
ransf
ers,
manageaccount
s
andaccessper
sonal
i
zedi
nfor
mat
ioncanbei
ncl
udedi
nthescopeoft
heser
vices
pr
ovi
ded.

Adopt
ion:Adopt
ioni
schar
act
eri
zedast
heactorpr
ocessofst
art
ingt
ousenew or
di
ff
erenti
tems(
M.Webst
er)
.

1.
10St
ruct
ureoft
heSt
udy

17
Ther
esear
chwasar
rangedi
ntot
hreechapt
ers.Chapt
eronepr
esent
edt
hei
ntr
oduct
ion
par
twhi
chconsi
stedofbackgr
ound,pr
obl
em st
atement
,obj
ect
ivesoft
her
esear
ch,
r
esear
chquest
ions,
pur
pose,
signi
fi
cance,
scopeoft
hest
udy
,andoper
ati
onaldef
ini
ti
on
oft
erms.Chapt
ert
wopr
esent
edt
her
evi
ewofr
elat
edl
i
ter
atur
e.Bot
htheor
eti
calaswel
l
asempi
ri
call
i
ter
atur
esr
elev
antt
othest
udyhav
ebeensuf
fi
cient
lyr
evi
ewed.Chapt
er
t
hree,ont
heot
herhand,st
atedt
her
esear
chdesi
gnandmet
hodol
ogyaspectoft
he
st
udy
.Chapt
erf
ourpr
esent
ed dat
a anal
ysi
s and pr
esent
ati
on and chapt
erf
ive
di
scussedconcl
usi
onsandr
ecommendat
ions.

18
 CHAPTERTWO

REVI
EW OFRELATEDLI
TERATURE

2.
1Int
roduct
ion

Thebanki
ngmet
hodbecomesqui
ckerandmor
eef
fi
cientwi
tht
hedev
elopmentoft
he
banki
ngappl
i
cat
ion,
andr
ecor
dkeepi
ngandr
etr
iev
albecomesmuchsi
mpl
er.Ther
ear
e
excel
l
entandr
eli
abl
eser
vicespr
ovi
dedbyt
hecomput
eri
zedbanki
ngsy
stem.Thei
dea
oft
hecor
ebanki
ngsy
stem comesi
ntot
hepi
ctur
ewi
tht
hegr
owt
hoft
heI
nter
net
,
f
oll
owed by t
echnol
ogy
-suppor
ted banki
ng ser
vices. Wi
th t
he adv
ent of t
he
adv
ancementofi
nter
netandmobi
l
eapps,mobi
l
ebanki
ngwasdev
elopedandt
his
madei
tpossi
blef
oruser
stomakebanki
ngl
i
feeasyonl
yonmobi
l
euser
swhoar
etr
uly
any
wher
eatanyt
ime.

Thef
oll
owi
ngchapt
erel
abor
atest
het
heor
eti
calandempi
ri
calr
evi
ew oft
her
esear
ch
andr
evi
ewsdi
ff
erentl
i
ter
atur
esont
hest
udy
.Thi
sst
udyofl
i
ter
atur
econt
ainst
hreepar
t.
Par
tonehast
het
heor
eti
calconsi
der
ati
onofmobi
l
ebanki
ngadopt
ion.Ont
hesecond
par
tappr
opr
iat
eempi
ri
calst
udi
eswer
eassessedondet
ermi
nant
sofmobi
l
ebanki
ng
adopt
ion.Concl
usi
onsandknowl
edgegapsar
edescr
ibedi
nsect
iont
hree.

2.
1Theor
eti
calLi
ter
atur
eRev
iew
2.
1.1.M-
Banki
ngConceptandSer
vices

Mobi
l
ebanki
ngi
sdescr
ibed,accor
dingt
oTi
war
i(2006)
,as"
thepr
ovi
sionoff
inanci
al
ser
vicesr
elat
edt
obankst
hroughmobi
l
edev
ices.
"Iti
ncl
udesser
vicesi
ntheaccount
ing,
br
oker
ageandf
inanci
ali
nfor
mat
ionsect
ors.Mobi
l
ebanki
ngr
efer
stot
hepr
ovi
sionof
f
inanci
alser
vicesl
i
nkedt
obanksbymeansofmobi
l
etel
ecommuni
cat
ionsdev
ices.
Faci
l
iti
est
oper
for
mfi
nanci
alt
ransf
ers,manageaccount
sandaccessper
sonal
i
zed
i
nfor
mat
ion can be i
ncl
uded i
nthe scope oft
he ser
vices pr
ovi
ded.The ser
vices
pr
ovi
dedcani
ncl
udet
ransact
ionf
aci
l
iti
es,aswel
lasot
herr
elat
edser
vices,whi
ch

19
pr
imar
il
y addr
ess i
nfor
mat
ion r
equi
rement
srel
ati
ng t
ofi
nanci
alact
ivi
ti
es.Mobi
l
e
banki
ngcanpr
ovi
debasi
cser
vicessuchasaccountdet
ail
s,mi
nist
atement
s,account
hi
stor
yver
if
icat
ion,accountact
ivi
tynot
if
icat
ions(
passi
ng ofsett
hreshol
ds)
,ter
m
deposi
ttr
acki
ng,accesst
oloanst
atement
s,accesst
ocar
dst
atement
s,mut
ualf
unds
(
equi
tyst
atement
s,chequest
oppay
ment
,chequebookor
der
ing,bal
ancechecki
ngi
n
t
heaccount
.

Asoneoft
hef
inanci
alser
vicesr
elat
ingt
o bankst
hroughmobi
l
edev
ices,mobi
l
e
banki
ngcompr
isesaccount
ing,br
oker
ageandf
inanci
ali
nfor
mat
ionser
vices.Mobi
l
e
banki
ngi
sincr
easi
ngl
ybei
ngusedbymanybanksar
oundt
hewor
ld,of
tenwi
thv
ery
posi
ti
ver
esul
ts,t
opr
oduceaddi
ti
onalpr
ofi
ts,mi
nimi
zecost
sori
mpr
ovecust
omer
l
oyal
ty.(
Raj
nishandot
her
s,2006.
)

Mobi
l
ebanki
ngt
ransact
ionscani
nvol
vet
heacqui
sit
ionofaccountbal
ancesandl
i
stsof
r
ecentt
ransact
ions,el
ect
roni
c bi
l
lpay
ment
s,and t
ransf
ers off
unds bet
ween t
he
account
sofacust
omerorany
oneel
se.Someappsal
soal
l
owcopi
esofst
atement
sto
bedownl
oaded and somet
imespr
int
ed on t
hepr
emi
sesoft
hecust
omer
.Mobi
l
e
banki
ngr
educest
hecostofhandl
i
ngt
ransact
ionsf
rom t
hebank'
spoi
ntofv
iew by
r
educi
ngt
heneedf
orcust
omer
stov
isi
tabankbr
anchf
ornon-
cashwi
thdr
awaland
deposi
ttr
ansact
ions.

Mobi
l
ebanki
ngdoesnotmanaget
ransact
ionsi
nvol
vi
ngcash,
andf
orcashwi
thdr
awal
s
ordeposi
ts,acust
omerneedst
ovi
sitanATM orbankbr
anch.Howev
er,sev
eralapps
nowhav
ear
emot
edeposi
topt
ion,
usi
ngt
hecamer
aoft
heusert
osendcheckst
othei
r
f
inanci
ali
nst
it
uti
ondi
git
all
y.Accountdet
ail
sort
ransact
ionser
vicesmaybeamobi
l
e
banki
ngf
eat
ure.

Accounti
nfor
mat
ion:mi
ni-
stat
ement
sandaccounthi
stor
ychecki
ng,accountact
ivi
ty
war
nings orpassage ofsett
hreshol
ds,t
erm deposi
ttr
acki
ng,access t
o cr
edi
t
st
atement
s,access t
o car
d st
atement
s,and managementofi
nsur
ance scheme
management

Tr
ansact
ion:Tr
ansact
ionalmobi
l
ebanki
ngser
vicespr
ovi
def
undt
ransf
ersbet
ween

20
connect
ed cust
omeraccount
s,t
hir
d-par
ty pay
ment
s,i
ncl
udi
ng bi
l
lpay
ment
s and
t
ransf
ersoft
hir
d-par
tyf
undsandcheckdeposi
ts.
Mobi
l
ebanki
ngwi
l
l,i
naddi
ti
ont
o
accounti
nfor
mat
ionandt
ransact
ionalser
vices,al
sosuppor
tinv
est
mentact
ivi
ti
esand
pr
ovi
deot
hersuppor
tact
ivi
ti
es.

I
nvest
ment
s:I
nvest
mentsuppor
tfunct
ions f
ormobi
l
e banki
ng,i
ncl
udi
ng por
tfol
i
o
managementser
vices,cust
omi
zedsecur
it
ypr
iceal
ert
sandupdat
es,r
eal
-t
imest
ock
quot
esandcr
edi
trequestst
atus,
incl
udi
ngmor
tgageappr
oval
andi
nsur
ancecov
erage.

Suppor
t:
Some of t
he mobi
l
e banki
ng suppor
tfunct
ions i
ncl
ude r
equest
sfor
checkbooksandcar
ds,exchangeofdat
amessagesandemai
l
s,i
ncl
udi
ngsubmi
ssi
on
ofgr
iev
ancesandmoni
tor
ingandpr
ovi
sionofATM l
ocat
ioni
nfor
mat
ion.

2.
1.2M-
banki
ngTechnol
ogyAdopt
ionmodel
s

Adopt
ion:i
sdef
inedast
heactorpr
ocessofbegi
nni
ngt
ousesomet
hingnew or
di
ff
erent(
M.Webst
er)(
M.Webst
er)
.Technol
ogyadopt
ion i
sthust
hepr
ocessof
begi
nni
ngt
ousenew t
echnol
ogyordi
ff
erentt
echnol
ogybycust
omer
s,or
gani
zat
ions
et
c.I
nnov
ati
vet
echni
calgoodsar
ebei
ngl
aunchedasaconsequenceoft
hedy
nami
sm
ofi
nfor
mat
ionandcommuni
cat
iont
echnol
ogy
.Andt
headv
ancementofcount
ri
es,
or
gani
sat
ionsandi
ndi
vi
dual
sdependsheav
il
yonhowt
het
echnol
ogyi
sbestadopt
edi
n
t
hei
roper
ati
ons.Di
ff
erentmodel
s ar
e cr
eat
ed and used i
n or
dert
o expl
ain how
i
ndi
vi
dual
swi
l
lembr
aceori
mpl
ementt
echnol
ogy
.

Somet
echnol
ogyaccept
ancemodel
sincl
ude:

1.TheTheor
yofReasonedAct
ion(
TRA)

The Theor
yofReasoned Act
ion (
TRA)
,bel
i
efsi
nfl
uence,accor
ding t
o Aj
zen and
Fi
shbei
n(1980)
,at
ti
tudeandsoci
alnor
mst
hati
ntur
nshapeabehav
ior
ali
ntent
iont
o
gui
deorev
endi
ctat
ethebehav
iorofani
ndi
vi
dualAj
zenandFi
shbei
n(1980)
.Int
ent
ion
i
sthecogni
ti
ver
epr
esent
ati
onoft
her
eadi
nessofaper
sont
ocar
ryoutapar
ti
cul
ar
behav
ior
,andi
tisconsi
der
edt
obet
hei
mmedi
atehi
stor
yofbehav
ior
.

21
2.Theor
yofPl
annedBehav
ior(
TPB)

Theyexpanded t
het
heor
yofr
easoned act
ion byaddi
ng anot
herconst
ructcal
l
ed
per
cei
ved behav
ior
alr
egul
ati
on,whi
ch pr
edi
cts behav
ior
alpur
pose and act
ions,
accor
dingt
oAj
zenandFi
shbei
n(1985)
.Theexpandedmodeli
sknownast
heexpect
ed
behav
iort
heor
y(TPB)
.The pl
anned behav
iort
heor
y(TPB)pr
oposed t
hathuman
behav
iorwasdi
ctat
edbyt
hepur
poset
oconductt
hebehav
ior
.

3.I
nnov
ati
onsDi
ff
usi
onsTheor
y

Roger
(2003)
,"Av
ari
etyofi
nnov
ati
onshav
ebeenst
udi
edusi
ngt
heI
nnov
ati
onDi
ff
usi
on
Theor
y."Roger
sident
if
iesf
iveat
tri
but
esofani
nnov
ati
ont
hataf
fectt
hebehav
iorof
adopt
ionandaccept
ance:r
elat
ivebenef
it
,compl
exi
ty,compat
ibi
l
ity
,abi
l
ityt
otest
,and
capaci
tyt
oobser
ve.

4.Technol
ogyAccept
anceModel(
TAM)

TheTechnol
ogyAccept
anceModel(
TAM)wasdev
elopedbyDav
is(
Dav
is1985)f
rom
TRA.Heanal
yzedt
hatt
heuseofsy
stemsi
sar
esponset
hatcanbeexpl
ainedor
pr
edi
ctedbyt
hemot
ivat
ionoft
heuser
,whi
chi
ntur
nisdi
rect
lyi
nfl
uencedbyan
ext
ernal
sti
mul
usconsi
sti
ngoft
heact
ual
feat
uresandcapabi
l
iti
esoft
hesy
stems.”

5.Mobi
leBanki
ngAdopt
ion(
IDT)

Accor
dingt
oRoger
(2003)
,“Anot
hert
heor
ywhi
chhasr
ecei
vedsi
mil
arat
tent
ionby
schol
arsi
nexpl
aini
ngconsumerbehav
iort
owar
dsnew t
echnol
ogyi
stheI
nnov
ati
on
Di
ff
usi
onTheor
y(I
DT)
.Adopt
ioni
stheaccept
anceandcont
inueduseofapr
oduct
,
ser
vice ori
dea.Accor
ding t
othe aut
hor
,consumergoes t
hrough a pr
ocess of
knowl
edge,per
suasi
on,deci
sion,i
mpl
ement
ati
on and conf
ir
mat
ion bef
oret
heyar
e
r
eadyt
oadoptapr
oductorser
vice.I
not
herwor
d,i
nnov
ati
onadopt
ioni
sthepr
ocess
t
hroughwhi
chani
ndi
vi
dualorot
herdeci
sionmaki
nguni
tpassesf
rom knowl
edgeofan
i
nnov
ati
on,t
ofor
minganat
ti
tudet
owar
dst
hei
nnov
ati
on,t
oadeci
siont
oadoptor
r
eject
,impl
ement
ati
onoft
henewi
dea,
andt
oconf
ir
mat
ionoft
hisdeci
sion.
”

2.
1.3Ov
erv
iewofdet
ermi
nant
sofmobi
lebanki
ng

22
Useradopt
ionofmobi
l
ecommer
ceappl
i
cat
ionshasbeendet
ermi
nedbymanyf
act
ors
suchas:

1)Ri
skandsecur
it
y:I
ndeci
dingont
heuseofabanki
ngser
vicedel
i
ver
ychannel
,the
saf
etyandt
rust
wor
thi
nessofaser
vicewasdef
inedasoneoft
hemosti
mpor
tant
f
act
orswi
thi
neacht
argetcust
omersegment
.Theuseofmobi
l
ephonesi
nbanki
ngi
s
r
eli
abl
e."
Riski
sacust
omerper
cept
ion,
notaf
eat
ureofacommodi
ty.
"Itwasf
oundt
hat
t
hesecur
it
yfact
orcoul
dinf
luenceconsumerat
ti
tudest
owar
dsonl
i
nebanki
ng.I
n
addi
ti
on,i
twasconsi
der
edt
obeoneoft
hebi
ggestconcer
nswhenadopt
ingmobi
l
e
banki
ngser
vices,
asi
ndi
vi
dual
smaywor
ryaboutsecur
it
yissuesdur
ingt
ransact
ionsof
mobi
l
ebanki
ngser
vices,suchasl
ossofconnect
ionr
iskandper
sonalper
for
mance
er
ror
sfordat
ainputandout
putmechani
sms.Asar
esul
t,manyi
ndi
vi
dual
scoul
dopt
nott
ouset
hisser
viceandnegl
ectt
headdi
ti
onalbenef
it
sofusi
ngmobi
l
ebanki
ng(
Yu,
2012)
.

2)Ser
vicechar
act
eri
sti
cs:Theaccountbal
anceser
vicei
soneoft
hemostpr
omi
sing
mobi
l
ebanki
ngser
vicesandi
sint
endedt
ohel
pcust
omer
sinst
ant
lycheckt
hei
raccount
bal
anceandr
ecentt
ransact
ionsany
timeandany
wher
e.I
nrequest
ingaccountbal
ances,
l
ocat
ionf
reeaccesscr
eat
edconv
eni
ence.I
naddi
ti
on,accessi
bil
i
tyandpor
tabi
l
ityi
n
cust
omerbehav
iourar
e def
ined as di
mensi
ons ofconv
eni
ence.The spat
ialand
t
empor
algapbet
weeni
dent
if
icat
ionofneedandsat
isf
act
ionwi
thneedcant
her
efor
e
beconsi
der
edessent
ialf
ormobi
l
ephonebanki
ng.Oneat
tr
act
ionofmobi
l
ebanki
ng
ser
vicesi
stheabi
l
ityt
oal
l
ow consumer
stohav
emor
econt
rolov
ert
hei
rfi
nanci
al
si
tuat
ion,ast
heconsumerpr
efer
stoactf
orhi
msel
fwhendeal
i
ngwi
thhi
sorherown
monet
aryt
ransact
ionst
hrought
hemobi
l
edev
ice.Thef
lexi
bil
i
tyofbei
ngabl
etouset
he
ser
vicewher
everandwhenev
eruser
swantal
l
owsbanki
ngt
askst
obecompl
eted
i
mmedi
atel
y(t
ransf
err
ingmoneyorpay
ingabi
l
l).
Thi
swoul
dsav
eti
meandbeseenas
comf
ort
abl
eandef
fect
ive.Thr
oughmobi
l
emedi
a,i
nfor
mat
ionbased,
transact
ion-
based
andper
sonalser
vices,t
hebankpr
ovi
dessev
eralser
vices.TheSMSser
vicei
sthe
easi
estwayt
ocheckaccountbal
ancesandr
ecentmobi
l
ephonet
ransact
ions.The
addedv
alueofmobi
l
eser
viceshasbeeni
mpai
redbyt
hespeedofdat
atr
ansf
erandt
he
useri
nter
face.Ther
efor
e,i
mpor
tantf
act
orsi
nfl
uenci
ngt
heuseofmobi
l
ebanki
ngar
e

23
t
hechar
act
eri
sti
csoft
heser
viceasper
cei
vedbyt
heuserandpr
ovi
dedbyt
hebanki
ng
i
ntui
ti
onandser
vicepr
ovi
der(
Yu,
2012)
.

3)Tr
ust
:Tr
usthasbeenf
oundt
obei
mpor
tanti
nbusi
nessst
udi
esf
orbui
l
dingand
mai
ntai
ning l
ong-
ter
m r
elat
ionshi
ps.El
ect
roni
c exchanges ar
ethoughtt
o pr
esent
numer
ousr
iskst
ocust
omer
s,whi
l
etr
ustappear
stobepar
ti
cul
arl
yimpor
tantwhent
he
per
cei
vedl
evelofr
iski
shi
ghf
orcr
eat
ingl
oyal
ty.Thi
shasbeenr
ecogni
zedasakeyt
o
consumerl
oyal
ty,especi
all
yint
hef
iel
dofe-
commer
ce,becauseany
wher
ether
eis
danger
,conf
usi
onandi
nter
dependence,i
tiscr
uci
al.Thebanki
ngsect
ori
scl
osel
y
cor
rel
atedwi
thhi
ghl
evel
sofconf
idencei
nthephy
sicalenv
ironmentr
elat
edt
osecur
it
y
andpr
ivacyconcer
ns.I
nthecont
extofaknowl
edge-
basedeconomy
,conf
idencei
s
t
her
efor
eani
mpor
tantf
act
ori
nthegr
owt
handpr
omot
ionofe-
commer
cer
elat
ionshi
ps.
The el
i
minat
ion ofper
cei
ved r
isks associ
ated wi
th onl
i
ne t
ransact
ions and t
he
pr
eser
vat
ionoft
ransact
ionf
ait
har
ecr
uci
alt
oat
tr
act
ingandr
etai
ningcl
i
ent
s(Benj
ami
n,
2015)
.

4)Ser
viceQual
it
y:Ser
vicequal
i
tyr
efer
stor
eli
abi
l
ity
,cont
entqual
i
ty,per
sonal
i
zat
ion.
Accur
acy
,rel
i
abi
l
ity
,and qual
i
tyofi
nfor
mat
ion exchanged acr
ossa medi
um wer
e
cr
it
icalt
otheef
fect
iveness.I
nthecont
extofmobi
l
e,t
hecont
entr
efer
stoi
nfor
mat
ion,
f
eat
ures,
orf
unct
ionst
hatar
eof
fer
edv
iamobi
l
ebanki
ngser
vices.Suchcont
entshoul
d
beconst
ruct
edl
ogi
cal
l
ytohel
puserf
indi
nfor
mat
ionandi
ncor
por
atef
eat
uressuchas
accur
acy
,ti
mel
i
ness,r
elev
ance,andf
lexi
blepr
esent
ati
on.A r
eli
abl
emobi
l
esy
stem
shoul
densur
etheef
fect
ivenessofmobi
l
ebanki
ng(
Yu,
2012)
.

5)Per
cei
vedcost
:Thedegr
eet
owhi
chani
ndi
vi
dualv
iewst
hatut
il
izi
ngmobi
l
ebanki
ng
wi
l
lincurcostsdef
endasper
cei
vecost
.Thesecost
scoul
dty
pical
l
yincl
udet
hecostof
t
hemobi
l
edev
ice,net
wor
kchar
ges,andt
ransact
ionchar
gesf
orbankcost
saswel
las
cost
sfordat
asentv
iat
henet
wor
kinf
rast
ruct
ure.Thef
act
ort
hathadt
hel
easti
mpact
on mobi
l
e banki
ng adopt
ion i
n compar
ison t
othe ot
herv
ari
abl
es whi
ch i
ncl
udes
per
cei
vedusef
ulness,
per
cei
vedr
iskandcompat
ibi
l
ity
,wasper
cei
vedcost(
Yu,
2012)
.

6)Behev
ior
ali
ntent
ion:"
Consi
stentwi
thal
lpsy
chol
ogi
calt
heor
ymodel
sthatar
guet
hat
i
ndi
vi
dualbehav
iori
spr
edi
ctabl
eandi
nfl
uencedbyi
ndi
vi
duali
ntent
ion,UTAUTar
gued

24
anddemonst
rat
edt
hatbehav
ior
ali
ntent
ionhasasi
gni
fi
canti
mpactont
heuseof
t
echnol
ogy"
[Venkat
eshetal
.2003]
."Gi
vent
hatt
heul
ti
mat
egoalofcompani
es(
i.
e.
commer
cial
banks)i
stoat
tractcust
omer
stoadoptt
hei
rser
vices"(
Yu,
2012)
.

2.
2.Empi
ri
calLi
ter
atur
eRev
iew

Accor
dingt
oresear
chcar
ri
edoutbyN.
G.,Kar
ma,2014onkeyf
act
orsaf
fect
ingt
he
adopt
ionofmobi
l
ebanki
ngamongbankcust
omer
sinSudan,cust
omer
sofbanksi
n
Sudanwi
l
lbemor
eli
kel
ytoadoptm-
banki
ngser
vicei
ftheyf
indi
teasyt
ousewi
thno
muchneededef
for
ts.Theywi
l
lal
soi
ntendt
ouset
heser
vicei
fthebanki
str
ust
wor
thy
andpr
ovi
det
hei
rinf
ormat
ionwi
thconf
ident
ial
i
tyandpr
otect
ion.I
shengoma(
2011)
,
cust
omeradopt
ionofmobi
l
ebanki
ngt
echnol
ogyi
shi
ghl
yaf
fect
edbyt
heper
cei
ved
v
alueoft
het
echnol
ogyt
ocust
omer
s'i
ntent
iont
ouseM-
Banki
ngser
vicewasbr
ought
f
orwar
dbyt
heper
cei
vedv
alueofM-
Banki
ngser
vices,mostofwhi
chwer
eregi
ster
ed
becauseoft
hebel
i
efi
nM-
Banki
ngt
hatal
l
owedt
hem t
oeasi
l
yaccessf
inanci
alser
vices.
Mobi
l
ebanki
ngser
vicesal
l
ow cl
i
ent
stoconv
eni
ent
lymanaget
hei
raccount
s.(
Mol
s,Bukh,&
Nei
l
sen,1999)cl
aimedt
hatt
hepr
opagat
ionofel
ect
roni
cbanki
ngi
smor
einf
luencedbyt
he
accept
anceofcust
omer
sthanbyof
fer
sfr
om sel
l
ers.I
nter
msofhowcust
omer
sper
cei
veand
ev
aluat
e el
ect
roni
cal
l
y del
i
ver
ed ser
vices,notenough i
s known.Kar
ma (
2014)uses t
he
t
echnol
ogyaccept
ancemodeli
nhi
sresear
cht
oident
if
ykeyf
act
orsaf
fect
ingt
headopt
ionof
mobi
l
ebanki
ngadopt
ionamongbankcust
omer
sinSudan,but
,li
keot
herst
udi
es,i
tincl
udes
addi
ti
onalv
ari
abl
es bey
ond t
he or
igi
nalt
wo i
ndependentTAM v
ari
abl
es,i
.e.
,per
cei
ved
usef
ulness and per
cei
ved ease ofuse.As r
esul
tKar
ma added t
wo addi
ti
onali
mpor
tant
v
ari
abl
esi
nthemodel
asdet
ermi
nantv
ari
abl
ethesear
eper
cei
vedt
rustandper
cei
vedr
isk.

I
n Addi
s Ababa,usi
ng mul
ti
pler
egr
essi
on anal
ysi
s,Wor
ku mul
ual
em (
2015)and
Kal
ki
danGezahegn(
2016)concl
udedt
hatper
cei
vedut
il
it
yandper
cei
vedeaseofuse,
compat
ibi
l
ityandr
elat
iveadv
ant
agehav
eaposi
ti
ver
elat
ionshi
pwi
tht
headopt
ionof
mobi
l
ebanki
ngt
echnol
ogy
.Andt
her
eisanegat
iveconnect
ionbet
weenper
cei
vedr
isk
andper
cei
vedconf
idenceandt
headopt
ionofmobi
l
ebanki
ngt
echnol
ogy
.

Usi
nguni
fi
edt
heor
yofaccept
anceanduseoft
echnol
ogy(
UTAUT)
,LaekeMar
iam Hai
l
e

25
(
2015) i
nvest
igat
ed f
act
orsi
nfl
uenci
ng t
he adopt
ion of mobi
l
e banki
ng i
nthe
commer
cialbankofEt
hiopi
aconcl
udedt
hatef
for
texpect
ati
on,successexpect
ati
on
andconf
idencehav
ebeenf
oundt
o hav
eaposi
ti
veandi
mpor
tanti
mpactont
he
adopt
ionofmobi
l
ebanki
ng.How per
cei
vedr
iskandper
cei
vedcosthav
eanegat
ive
ef
fectont
headopt
ionofmobi
l
ebanki
ng

2.
3Concl
usi
onandKnowl
edgeGaps
Thel
i
ter
atur
erev
iewhasshownt
hatpr
evi
ousst
udi
esi
nEt
hiopi
aar
eli
mit
edspeci
fi
cal
l
y
t
oper
cei
vedbenef
it
sanddi
ff
icul
ti
esofe-
banki
ngi
ngener
alandM-
banki
ngadopt
ionof
commer
cialbanks,t
arget
ing onl
ybank of
fi
cial
s and bank empl
oyees as a st
udy
popul
ati
ont
hatexcl
udedt
hedomai
nofcust
omer
s.
Ther
esear
cherhav
eseenamet
hodol
ogi
calgap,becausemostoft
hepr
evi
ousst
udi
es
l
i
mitt
hedet
ermi
nant
sofM-
banki
ngadopt
iont
ofewdet
ermi
nant
s(f
act
ors)
.Thi
sint
urn
wi
l
lli
mitust
oseet
hef
ew det
ermi
nant
sonl
y.But
,Casest
udi
esdoesn'
tli
mitt
he
v
ari
abl
es,
asopposedt
oexpl
anat
oryr
esear
ch,butwecani
dent
if
yasmanyf
act
orsas
possi
blet
ocl
ear
lyseet
hedet
ermi
nant
sofM-
banki
ngadopt
ioni
nCBE.Thi
sishel
pful
to
sol
vet
hedecr
easi
ngadopt
ionofM-
banki
ngi
nbanksbecauseweknow asmany
sol
uti
onsaspossi
ble.I
dent
if
yingt
hepr
obl
em i
shal
fwayt
othesol
uti
on.Thati
swhyt
he
r
esear
cherpr
efer
redt
hisr
esear
chdesi
gn.

26
 CHAPTERTHREE

RESEARCHMETHODOLOGY

3I
ntr
oduct
ion
St
udymet
hodol
ogyr
efer
stoawayt
osy
stemat
ical
l
ysol
vet
hepr
obl
em ofr
esear
ch,
accor
dingt
oKot
har
i(2006)
.Itcanbeunder
stoodast
hesci
enceofst
udy
inghow
sci
ent
if
icr
esear
chi
sconduct
ed.Themet
hodofr
esear
chcanbedescr
ibedasacour
se
ofact
iont
hatexpl
ainst
hei
nst
rument
susedi
ntheconductofar
esear
chst
udy
.The
ov
erv
iewoft
hemet
hodsusedi
ntheconductoft
her
esear
chst
udyi
sdi
scussedi
nthi
s
sect
ion.”

I
nor
dert
oanswert
her
esear
chquest
ionsdet
ail
edi
nchapt
erone,t
hischapt
erout
li
nes
t
hemet
hodsadopt
ed.I
tfocusesonr
esear
chdesi
gn,r
esear
chpopul
ati
on,sampl
i
ng
met
hods,dat
a col
l
ect
ion t
ool
s and dat
a col
l
ect
ion pr
ocedur
es,dat
a anal
ysi
s and
pr
esent
ati
onmet
hods,
aswel
laset
hical
consi
der
ati
on.

3.
1Resear
chdesi
gn.
Kot
har
i(1985)
,def
ines r
esear
ch desi
gn as t
he concept
ualst
ruct
ure wi
thi
n whi
ch
st
udi
esar
ecar
ri
edout
.Iti
sthebl
uepr
intf
ori
nfor
mat
ioncol
l
ect
ion,measur
ementand
anal
ysi
s.Resear
chdesi
gni
sasetofadv
anceddeci
sionst
hatspeci
fyt
het
echni
ques
andpr
ocedur
esf
orcol
l
ect
ingandanal
yzi
ngt
her
equi
redi
nfor
mat
ioni
nthemast
erpl
an.
Thi
sst
udyusedaquant
it
ati
veandqual
i
tat
iveappr
oacht
oev
aluat
ethedet
ermi
nant
sof
mobi
l
ebanki
ngadopt
ioni
nCBE,Laf
tov
iew br
anch,Ni
fassi
l
kLaf
tosubci
ty,Addi
s
Ababa,
andadescr
ipt
iveandcasest
udyr
esear
chdesi
gn.

A casest
udyseekst
odescr
ibeuni
tindet
ail
,incont
extandhol
i
sti
cal
l
y.Thi
sst
udy
empl
oyedacasest
udyr
esear
chdesi
gn.Baxt
er&Jack(
2008)descr
iber
esear
chdesi
gn
asacasest
udyst
udyt
hati
smor
ethanj
ustconduct
ingr
esear
chonasi
ngl
eper
sonor
si
tuat
ion.A casest
udywi
l
lbeusedbecausei
tenabl
est
hepr
obl
em athandt
obe
i
nvest
igat
edi
ndept
h.I
tal
soal
l
owst
hei
nvest
igat
ort
ocol
l
ectdat
afr
om av
ari
etyof

27
sour
cesandt
ocombi
net
hei
nfor
mat
iont
ocl
ari
fyt
hecase.

Thedescr
ipt
ivecr
oss-
sect
ionalsur
veydesi
gni
swher
e,atonepoi
nti
nti
me,
dat
awi
l
lbe
col
l
ect
edf
rom acr
oss-
popul
ati
on.Thi
smodeli
sinexpensi
ve,
lesst
ime-
consumi
ng,
and
easyt
ogat
herandanal
yzedat
a.

Thi
sst
udyusedacr
oss-
sect
ionalsur
veywi
thsemi
-st
ruct
uredquest
ionnai
rest
ocol
l
ect
dat
aatonepoi
nti
nti
mef
rom asampl
esel
ect
edappr
opr
iat
efort
heev
aluat
ionoft
he
det
ermi
nant
sofmobi
l
ebanki
ngadopt
ion,admi
nist
eredbydi
str
ibut
ingasampl
etoal
l
concer
nedbankempl
oyeesandcust
omer
sint
heNi
fassi
l
ksub-
cit
yofAddi
sAbaba.
Thei
mpl
ement
ati
onoft
hesur
veymet
hodi
sint
endedt
oobt
aindet
ail
snotav
ail
abl
e
f
rom ot
hersour
cesandt
ost
andar
dizet
hecal
cul
ati
on(
samei
nfor
mat
ioncol
l
ect
edf
rom
ev
eryr
espondent
).I
nthi
sregar
d,Li
nda (
2002)obser
ved t
hatst
andar
dizat
ion of
cal
cul
ati
on,useofpr
obabi
l
itysampl
i
nganduni
quenessofknowl
edgear
etheessence
ofsur
veymet
hods.Ther
ear
eusual
l
ymanyway
sofsur
veyadmi
nist
rat
ion,i
ncl
udi
ng
f
ace-
to-
face,quest
ionnai
re,t
elephone,mai
l
,web,andmet
hodcombi
nat
ions.”
Thet
hree
commonappr
oachest
oconduct
ingr
esear
char
equant
it
ati
ve,qual
i
tat
ive,andmi
xed
met
hods.

Usual
l
y,r
esear
cher
schooseaquant
it
ati
veappr
oacht
oanswerr
esear
chquest
ionst
hat
r
equi
re numer
icaldat
a,a qual
i
tat
ive appr
oach t
oresear
ch quest
ions t
hatr
equi
re
t
ext
uraldat
a,andahy
bri
dappr
oacht
oresear
chquest
ionst
hatr
equi
rebot
hnumer
ical
andt
ext
uraldat
a(Car
ri
e,2007)
.Thev
ari
ouscl
aimst
oexper
ti
sear
eanal
yzedand
exami
nedbyquant
it
ati
veandqual
i
tat
iver
esear
chmet
hods,andbot
hmet
hodsar
e
st
ruct
uredt
oanswerapar
ti
cul
arki
ndofr
esear
chi
ssue.Whi
l
ethequant
it
ati
vemet
hod
pr
ovi
desanobj
ect
ivemeasur
eofr
eal
i
ty,
thequal
i
tat
ivemet
hodal
l
owst
her
esear
chert
o
exami
neandbet
terunder
standt
hecompl
exi
tyofaphenomenon.Theobj
ect
ivef
or
r
esear
cher
susi
ngt
heappr
oacht
omi
xedmet
hodsi
stodr
aw ont
hest
rengt
hsand
mi
nimi
zet
heweaknessesoft
heappr
oachest
oquant
it
ati
veandqual
i
tat
iver
esear
ch
(
Car
ri
e,2007)
.Dur
ingt
hedat
acol
l
ect
ion,bot
hqual
i
tat
iveandquant
it
ati
vedat
awi
l
lbe
used.

28
3.
2Resear
chPopul
ati
on(
tar
getpopul
ati
on)
Accor
dingt
oFr
ankelandWal
l
en(
2000)apopul
ati
onr
efer
stot
hecommuni
tyt
owhi
ch
t
her
esul
tsoft
her
esear
char
eint
endedt
orel
ate.Theycl
aimedt
hatapopul
ati
oni
s
t
ypi
cal
l
ythei
ndi
vi
dual
swhopossesscer
tai
nchar
act
eri
sti
csorasetoff
eat
uresast
udy
seekst
oinv
est
igat
eandev
aluat
e.Kumekpor(
2002)st
ressedt
hisbydescr
ibi
nga
popul
ati
onast
het
otalnumberof"
allpossi
blef
indi
ngsoft
hesamenat
ure"ofal
luni
ts
oft
hepr
obl
em orphenomenont
obei
nvest
igat
ed.

Thet
argetpopul
ati
onoft
hisst
udywi
l
lbe125r
espondent
sfr
om t
hebankcust
omer
s
andt
hosewor
kingi
nthebank,i
nthesub-
cit
yofNi
fasSi
l
k,Addi
sAbaba.Thi
sincl
udes
t
hemanager
s,bankt
ell
ers,
ITst
aff
,andanycl
i
ent
sinpar
ti
cul
ar.

3.
3Sampl
esi
ze

Yemane(
1967)dev
elopedagoodf
ormul
atocal
cul
atesampl
esi
ze,
andt
hisf
ormul
awi
l
l

beusedt
ocomput
ethesampl
esi
ze.I
t'
sar
andom sampl
i
ngt
echni
quef
ormul
ato

est
imat
esampl
i
ngsi
zeandi
susedt
ocal
cul
atet
hesampl
esi
ze(
n)gi
vent
hepopul
ati
on

si
ze(
N)andamar
ginofer
ror(
e).Thi
sfor
mul
awi
l
lbeempl
oyedsoast
osampl
efai
rl
ya

l
argesi
zeasr
epr
esent
ati
onoft
het
otalpopul
ati
onsucht
hatt
her
esear
chf
indi
ngs

obt
ainedcanbeconsi
der
edv
ali
d.

Thedet
ail
sont
hedet
ermi
nat
ionofsampl
esi
zeusi
ngYemane’
sfor
mul
aar
eshown

bel
ow;

n=N/(
1+N(
e)²)

n=sampl
esi
ze

N=popul
ati
onsi
ze

29
e=l
evel
ofsi
gni
fi
cance(
mar
ginofer
ror
)

1.Toknowt
hesampl
esi
ze

n=125/(
1+125(
0.05)
²)

n=125/
1.25=100

Wher
e:-ni
ssampl
esi
ze,Ni
sthet
otalnumberofst
udypopul
ati
onsi
zeandei
sthe

l
evelofaccur
acyat95%conf
idencel
eveland+5%accur
acy
,100wer
esel
ect
edoutof

125sampl
i
ngf
ramepopul
ati
on.Ther
esear
cherdet
ermi
nedst
ati
sti
cal
l
yvi
abl
esampl
e

si
zef
ort
hest
udy
;by choosi
ng100sampl
esi
zet
osui
tthecaseofbot
hthebank

empl
oyeesandcust
omer
s.St
rat
if
iedr
andom sampl
i
ngt
echni
quewasused.Ast
rat
if
ied

r
andom sampl
ewasar
andom sampl
einwhi
chmember
soft
hepopul
ati
onwer
efi
rst

di
vi
dedi
ntost
rat
a(homogeneousgr
oup)
,andt
henwer
erandoml
ysel
ect
edt
obeapar
t

oft
he sampl
e.St
rat
if
ied sampl
i
ng wasused f
ort
he cust
omer
soft
he bankand

empl
oyeesofLaf
tov
iew CBEbr
anchf
oundi
nNi
fassi
l
ksubci
ty,ast
hebasi
soft
he

st
rat
if
icat
ion.

3.
4Sampl
ingpr
ocedur
es
Ni
fassi
l
ksub-
cit
yisoneoft
heel
evensub-
cit
iesofAddi
sAbabat
hati
sint
ent
ional
l
y
chosenf
ort
hisst
udybecauset
her
esear
cherhasl
i
vedf
oral
ongt
imei
nthesub-
cit
y
andhasacl
earexposur
etot
hepr
obl
emst
hatr
ecuri
nthesub-
cit
yasshewor
kst
her
ein
t
hemobi
l
eadopt
iondepar
tmenti
nCBEandi
tspr
oxi
mit
ypr
ovi
dest
her
esear
cherwi
th
t
heconv
eni
encet
oobt
ainadequat
einf
ormat
ion.Thet
argetpopul
ati
onoft
hisst
udy
wasbankcust
omer
sandempl
oyeesempl
oyedatt
hebank.Thepopul
ati
oni
shuge,
the
di
str
ibut
ionsar
edi
ver
seacr
osssect
orsandt
hei
rli
stsar
enotwel
lst
ruct
ured.

30
Communi
ty sampl
i
ng i
sthe pr
ocess oft
aki
ng a subsetofsubj
ect
s whi
ch i
s
r
epr
esent
ati
veoft
hewhol
epopul
ati
on.Towar
rantst
ati
sti
calanal
ysi
s,t
hesampl
emust
hav
eanappr
opr
iat
escal
e.

Ther
esear
cherusedst
rat
if
iedsampl
i
ngt
echni
quet
osampl
ether
espondent
s.I
nthi
s
st
udy
,st
rat
if
iedr
andom sampl
i
ngusedasampl
esi
zeof100r
espondent
s.Accor
dingl
y,
100oft
hebankcust
omer
sandt
hebankempl
oyeeswer
eint
hedi
str
ibut
ionwi
l
lbe
sampl
ed.

3.
5Sour
cesofDat
a

Ther
e ar
etwo sor
ts ofsour
ces ofdat
ain sci
ence.Ther
e ar
e pr
imar
ydat
a and
secondar
ydat
a.Pr
imar
ydat
aist
hesor
tofknowl
edget
hatt
her
esear
cher
sthemsel
ves
hav
erecei
ved,andar
enotani
nter
medi
ary
.Theyusedat
athati
sbot
hquant
it
ati
veand
qual
i
tat
ive.I
tal
socol
l
ect
edpr
imar
yandsecondar
ydat
a.Becauseofi
tscoher
encewi
th
t
her
esear
chquest
ions,t
hedi
ff
erentsour
cesofpr
imar
ydat
aar
eofgr
eathel
pin
i
mpr
ovi
ngt
her
eli
abi
l
ityandv
ali
dit
yofasampl
e.Si
ncet
heywer
ecost
-ef
fect
iveandt
ime
consumi
ng,t
heseappr
oacheswer
esel
ect
ed.And,secondar
ydat
aisdat
acol
l
ect
ed,
secondar
yorot
her
wise,
from sour
cesot
hert
hant
hepr
imar
ysour
ce.Thi
sindi
cat
edt
hat
t
her
esear
cherhasno hand i
ncompi
l
ing dat
afr
om t
heor
igi
nalsour
ce(
Ghaur
i&
Gr
onhaug,2010)
.Thesecondar
ydat
awascol
l
ect
ed t
hrough v
ari
ousdocument
ary
r
evi
ewswher
ebyar
esear
cherr
evi
ewed newspaper
s,ar
ti
clesand,publ
i
shed bank
r
epor
ts.

3.
6Resear
chI
nst
rument
s(Dat
aGat
her
ingTechni
ques)

Thedescr
ipt
iver
esear
chdesi
gnwasusedal
lty
pesofmet
hodsofdat
acol
l
ect
ioni
nthi
s
sect
ion.Someoft
hemet
hodst
ocol
l
ectdat
aincl
udedquest
ionnai
resandi
nter
views,
andt
hekeysour
ceofdat
awast
hesour
ceofi
nfor
mat
ion.Themai
ndat
awer
eacqui
red
t
hroughopenendedandor
gani
zedquest
ionnai
resandst
ruct
uredi
nter
views.Thedat
a
was gat
her
ed t
hrough a st
ruct
uralquest
ionnai
re and i
nter
view t
echni
ques f
rom
r
espondent
sandani
nter
viewwasconduct
edwi
tht
hemanager
/of
fi
cial
soft
hebank.

Thi
sanal
ysi
swascar
ri
edoutbycol
l
ect
ingdat
ausi
nganadmi
nist
eredquest
ionnai
re

31
andani
nter
view i
nwhi
cht
her
esear
cherandt
her
espondent
swi
l
lhav
eaf
ace-
to-
face
encount
er.Thi
smet
hodofdat
acol
l
ect
ionhast
hebenef
itofof
fer
ingi
n-dept
hcol
l
ect
ion
ofdat
a,andcancol
l
ectbot
hqual
i
tat
iveandquant
it
ati
vedat
aeasi
l
y.Theappr
oachal
so
encour
agescl
ari
tybyi
nter
act
ionandusef
ulness.Si
nceagoodpar
toft
hepopul
ati
oni
s
semi
-l
it
erat
e,i
tispossi
blet
otr
ansl
atet
hequest
ionst
ounder
standt
hel
anguagef
or
t
hem t
hroughi
nter
act
ioni
nthei
nter
view.Quest
ionnai
res,gui
dedi
nter
views,gui
ded
obser
vat
ion,
andr
ecor
dsheet
swer
eusedi
nthi
sst
udy
.Thi
sisbecauseoft
hescopeof
t
hei
nfor
mat
iont
obeobt
ained,
thet
imeav
ail
abl
e,aswel
last
heobj
ect
ivesoft
her
epor
t.
Theov
eral
lgoaloft
hisr
esear
chi
stodet
ermi
net
hedet
ermi
nant
soft
headopt
ionof
mobi
l
ebanki
ngi
nthesub-
cit
yofNi
fasSi
l
k.

Ther
esear
cherwasconcer
nedwi
thbel
i
efs,choi
ces,opi
nionsandf
eel
i
ngsaboutt
he
env
ironment
.Thi
sknowl
edgewascor
rect
edbyt
hequest
ionnai
resandi
nter
views,and
si
ncet
heanal
ysi
swasconv
ersewi
thav
ari
abl
ewhi
chcannotbeexpl
i
cit
lyexami
ned.

Thesampl
esi
zei
sal
sov
eryhi
gh,andt
hequest
ionnai
rei
sanexcel
l
entdat
acol
l
ect
ion
met
hodgi
vent
het
imel
i
mit
sandt
argetpopul
ati
ont
hatar
eli
ter
ateandar
eunl
i
kel
yto
hav
etr
oubl
erespondi
ngt
oquest
ionnai
rei
tems.

3.
6.1Quest
ionnai
res
Thi
sis an i
mpor
tantmet
hod ofdat
a col
l
ect
ion."
Judd (
1991)expl
ained t
hat"
a
quest
ionnai
rei
sjust
if
iabl
eindat
acol
l
ect
ionpr
imar
il
ybecausei
tenabl
est
her
esear
cher
t
ocol
l
ectsi
gni
fi
cantquant
it
iesofdat
awi
thi
nal
i
mit
edper
iodoft
ime,i
tal
sogi
ves
r
espondent
stheoppor
tuni
tyt
opr
ovi
det
rut
hful
,anony
mousr
esponses.Onecol
l
ect
ion
ofquest
ionnai
res,i
ncl
udi
ngbot
hanopenandcl
osedendedsetofquest
ionst
obe
asked,
wil
lbepl
annedf
orbot
hcl
i
ent
sandbankempl
oyees.

Quest
ionnai
resmayal
sobeusedt
oident
if
ythedet
ermi
nant
soft
heCBE'
sadopt
ionof
mobi
l
ebanki
ng.I
nor
dert
osav
eti
meandencour
ager
espondent
stomaker
ati
onal
deci
si
ons,t
hequest
ionnai
reswassel
f-
admi
nist
eredandcl
osedasdi
ff
erentopt
ions
wer
epr
esent
ed.Thi
sdat
acol
l
ect
iont
echni
quewasf
avour
edf
ort
hisr
esear
chbecause
i
tal
l
owsr
espondent
sther
ightt
o of
fert
hei
rtr
uev
iewsast
her
ewer
eno onet
o

32
chal
l
enget
hei
rresponsesasi
tisi
nthecaseofi
nter
views.Thi
shasgi
venr
espondent
s
compl
eteconf
idencet
orespondef
fect
ivel
ytoquest
ionsaskedwi
thoutf
eel
i
ngshyor
af
rai
d.

3.
6.2I
nter
viewmet
hod

Thi
smet
hodol
ogywasusedi
nthi
sst
udyt
ocol
l
ecti
nfor
mat
ion,i
ncl
udi
ngi
nter
act
ions
bet
weent
hei
nvest
igat
orandt
hei
nter
vieweeorr
espondent
s.Bot
hmai
ninf
ormantand
nor
mat
ivei
nter
viewswer
ecar
ri
edouti
nor
dert
ogeti
nputf
rom t
hechosent
arget
r
espondent
s.Asi
tpr
ovi
desf
ir
st-
handf
act
s,t
hisappr
oachwasusedandt
her
esear
cher
seeksbr
oaderexpl
anat
ionsf
rom t
her
espondent
sonv
ari
ouskeyi
ssuesi
nthest
udy
.To
obt
ainsuchi
nfor
mat
ion,
thesel
f-
admi
nist
eredquest
ionnai
remaynotbeused.

3.
7Val
idi
tyandRel
iabi
li
tyoft
hei
nst
rument
s
Rel
i
abi
l
ityi
sthedegr
eet
owhi
chdat
acol
l
ect
iont
echni
quesoranal
ysi
spr
ocedur
eswi
l
l
pr
oduceconsi
stentr
esul
ts(
Sunder
setal
,2009)
.Ther
eli
abi
l
ityoft
hei
nst
rumentcanbe
ensur
edbychecki
ng,andast
andar
dizedt
esti
sexpr
essedascoef
fi
cient
svar
ying
bet
ween-
1and+1.I
nthi
srespect
,iti
sfoundedt
hatt
heCr
onbachal
phav
alueof0.
75.
Thi
sensur
edt
her
eli
abi
l
ityoft
hei
nst
rument
.

Asf
arasv
ali
dit
yisconcer
ned,
thequest
ionnai
rewer
eissuedt
oanexper
t,oneofwhom
wasmyadv
isor
,whodet
ermi
nedt
heappr
opr
iat
enessoft
hequest
ionnai
ret
oev
aluat
e
si
gni
fi
cantaspect
soft
her
esear
ch.Thi
ngst
hat r
ecommendedf
orchangewer
ere-
phr
asedbasedont
hesuggest
ionsandot
her
swer
escr
appedf
rom t
hel
i
stoft
hingsas
suggest
edbyt
heexper
ts.

Thepi
l
ott
estr
esul
tswer
eal
so hel
ptoi
mpr
ovet
hev
ali
dit
yoft
hequest
ionnai
re
consi
der
abl
y.Thev
ali
dit
yofdat
awascheckedbef
orepr
ocessi
ngt
her
esul
ts.Thi
shel
ps
t
oest
abl
i
sht
her
eli
abi
l
ityoft
het
ool
stobeusedi
ndat
acol
l
ect
ion.Thi
swasdonebypr
e
-
test
ingt
hequest
ionnai
resusi
ngsampl
eof10r
espondent
s,si
mil
arl
yint
erv
iew gui
de
wascheckedbyi
nter
viewi
ng5r
espondent
s.Thi
spr
ocessai
dsf
ort
hecor
rect
ionof
mi
stakesander
ror
swi
thi
nthet
ool
sofdat
acol
l
ect
ionst
over
if
yhowt
heyar
erel
i
abl
eto
pr
oducesi
gni
fi
canti
nfor
mat
ionf
rom t
hef
iel
d.Ther
eli
abl
edat
awasachi
evedandt
his

33
mi
nimi
zesst
ati
sti
cal
err
ors.

3.
8Dat
aAnal
ysi
sandPr
esent
ati
on
I
nor
dert
oev
aluat
ethedet
ermi
nant
soft
headopt
ionofmobi
l
ebanki
ngi
nCBE,t
he
r
esul
tsobt
ainedf
rom t
hedat
acol
l
ect
ioni
nst
rument
sref
err
edt
oabov
ewaspr
esent
ed
separ
atel
yandanal
yzedj
oint
lyt
oaddr
esst
hev
ari
ousr
esear
chquest
ions.Wi
thr
egar
d
t
othesur
vey
,ther
epl
i
esobt
ainedf
rom t
hesur
veywer
etabul
atedandi
nter
pret
edusi
ng
descr
ipt
ive st
ati
sti
cs f
orcust
omer
s and bank empl
oyees.
The descr
ipt
ive anal
ysi
s
appr
oacht
oin-
dept
hint
erv
iewsi
susedt
opr
esentt
hef
indi
ngsofi
n-dept
hint
erv
iews
wi
tht
hebank'
scl
i
ent
sand empl
oyees.Usi
ng descr
ipt
ivedat
acol
l
ect
ion,t
hedat
a
obt
ainedwasst
ruct
uredandsor
tedoutandanal
ysed.Descr
ipt
ivest
ati
sti
cshav
ebeen
usedt
oquant
it
ati
vel
ydescr
ibet
hepr
imar
yfeat
uresofadat
acol
l
ect
ion.Thef
indi
ngs
wer
ecomput
edandf
requenci
es,per
cent
agesandgr
aphswer
egener
atedt
oil
l
ust
rat
e
t
her
esul
ts.

Ther
esear
cherf
urt
herusedcr
osst
abul
ati
onandcor
rel
ati
ont
ogener
ater
esul
ts.
Dur
ing
t
his pr
ocess ofdat
a anal
ysi
s,t
he r
esear
cherused f
requenci
es and per
cent
age
di
str
ibut
iont
oanal
yzedat
aonpr
ofi
l
eofr
espondent
.

Numer
icalv
aluesandt
hei
nter
pret
ati
onwer
eusedt
oint
erpr
ett
her
esponsebasedon
t
hemeanscor
e,f
oreachi
tem quest
ion.

3.
9Et
hicalconsi
der
ati
ons
Thepur
poseoft
hest
udyi
stocl
ari
fyt
heconf
ident
ialt
reat
mentoft
her
espondent
sand
t
hei
nfor
mat
ionpr
ovi
ded.I
naddi
ti
on,
ther
esear
chergi
vesr
espectt
othepar
ti
cipant
sat
t
het
imeofdat
acol
l
ect
ionandasksf
orper
missi
ont
orespondt
othei
rvol
unt
ari
ness.
Resear
cher
sal
soet
hical
l
yconsi
dernotput
ti
ngt
hepar
ti
cipant
satr
iskandnotgoi
ng
agai
nstt
hecount
ry'
shumanr
ight
s.Testper
missi
onwer
eobt
ainedandconsentwas
obt
ainedf
rom al
lthepar
ti
cipant
s.

34
 CHAPTERFOUR

DATAPRESENTATI
ON,
ANALYSI
S,ANDI
NTERPRETATI
ON

4.
1.I
ntr
oduct
ion

Thedat
aint
erpr
etat
ion,r
esul
tsandanal
ysi
sfr
om t
hecol
l
ect
eddat
aar
edi
scussed
bel
ow usi
ngSPSSv
ersi
on23st
ati
sti
cal
sof
twar
e.

4.
2.Respondent
s'Pr
ofi
le

Dat
afort
he anal
ysi
sint
hisst
udywer
e col
l
ect
ed f
rom 100 cust
omer
sand CBE
empl
oyees i
n Ni
fas si
l
k Laf
to sub ci
ty,Addi
s Ababa ci
ty.The r
espondent
s wer
e
r
andoml
ysel
ect
edbyt
her
esear
cherf
rom t
heLaf
toVi
ewCBEbr
anch,wher
eIwor
kin
t
heMobi
l
ebanki
ngdepar
tment
.

Sour
ce:
f
rom
sur
veydat
a,2021

1.Basedont
abl
e4.
1,64%oft
her
espondent
swer
emal
ecust
omer
s,and36%wer
e
f
emal
es.Thi
sshowst
hatt
her
eisl
owadopt
ionr
ateofwoment
hanmen.Thi
simpl
i
es
t
hatwomenneedmor
eawar
enesscr
eat
iont
hanment
oadoptM-
banki
ng.

35
2.Basedont
abl
e4.
2,37% oft
her
espondent
slear
ntDi
ploma,19% oft
hem l
ear
nt
Degr
ee,onl
y2oft
hem l
ear
ntMast
ers,ot
her
s(42%)l
ear
ntf
rom gr
ade1-
12andal
so
someoft
hem gotcer
ti
fi
cat
e.Thi
simpl
i
est
hatt
hel
i
ter
acyr
atei
snott
hatmuch
sat
isf
act
oryandt
heM-
banki
ngadopt
ionsy
stem ofmustputt
hisi
ntoconsi
der
ati
onand
pr
ovi
deeasyt
oadoptanduset
echnol
ogi
es.

3.Basedont
abl
e4.
3,6% oft
her
espondent
swer
eagedbel
ow 20y
ear
s,56% oft
he
r
espondent
sar
eagedbet
ween21and30,
25%oft
hem ar
ebet
ween31and40,
and13%
oft
her
espondent
sar
eabov
e41y
ear
sol
d.Thi
smeanst
hatmostoft
heM-
banki
ng
adopt
ersar
ethey
oungandener
get
icagedbet
ween21-
40.Thi
sshowst
her
eisahuge
pot
ent
ialt
othegr
owt
hofM-
banki
ngadopt
ion.CBEneedst
opr
omot
ewel
landgi
ve

36
i
ncent
ivest
oabsor
bthi
spr
oduct
iveagegr
oup.

4.Basedont
abl
e4.
4,12%oft
her
espondent
shav
eani
ncomeofl
esst
han1000bi
rr
,54
%oft
hem getani
ncomebet
ween1001and5000,
20%oft
hem getani
ncomebet
ween
5001-10,
000,andf
inal
l
ymor
ethan14%oft
hem getani
ncomemor
ethan10,
000bi
rr
.
Thi
simpl
i
est
hatt
hei
ncomel
evelofr
espondent
sissi
gni
fi
cant
lyl
owermeani
ngt
hey
maynotneedM-
banki
ngadopt
iont
hatmuch.cust
omer
sincomei
ncr
easesapr
obabi
l
ity
ofcust
omert
obemobi
l
ebanki
ngadopt
eral
soi
ncr
eases.Hi
ghi
ncomecl
i
ent
sand
t
hosewhohav
ecur
rentaccountandcomput
erandi
nter
netl
i
ter
atear
emor
eli
kel
yto
useMobi
l
e-banki
ngser
vices.Thust
her
eismaybeaneedt
ogi
vei
ncent
ivest
oabsor
b

37
t
hisr
espondent
s.

4.
3.Det
ermi
nant
sofM-
banki
ngadopt
ion

Usi
ngTabl
es4.
5upt
o4.
18t
hedat
acol
l
ect
edf
rom sur
veyquest
ionnai
rewaspr
esent
ed,
anal
ysed,
andi
nter
pret
edasf
oll
ows.

5.Basedont
abl
e4.
5,98% oft
her
espondent
shav
ephones,whi
l
ether
estdi
dn'
t.Thi
s
i
mpl
i
est
hatt
her
eisunusedM-
banki
ngadopt
ionpot
ent
ial
,asphonei
sthef
ir
stcr
it
eri
a
t
obef
ulf
il
led.

6.Basedont
abl
e4.
6,97%oft
her
espondent
swer
eawar
eoft
heexi
stenceofM-
banki
ng
,andonl
y3% di
dn'
thav
etheawar
eness.Thi
smeanst
her
eisahugepot
ent
ialof
adopt
ionofM-
banki
ngi
ftheappr
opr
iat
eM-
ser
visesar
epr
ovi
ded.

38
7.Basedont
abl
e4.
7,76%oft
her
espondent
swer
evol
unt
aryt
oM-
banki
ngadopt
ionon
condi
ti
onsl
i
kei
fCBEpr
ovi
dedser
vicesofpay
mentofspeci
all
yli
ghtandot
herusef
ul
ser
vices.Ther
estar
enotv
olunt
eer
sbecauset
heyf
eelt
hatt
heydon'
thav
ethatmuch
moneyt
ofl
owi
ther
eandt
her
e,andt
heyseeM-
banki
ngadopt
ionaswast
eofmoney
.

8.Basedont
abl
e4.
8,onl
y37%oft
her
espondent
suseM-
banki
ng,whi
l
ether
est(
63%)
di
dn'
tuse.Thesei
ndi
cat
est
hatt
heM-
banki
ngadopt
ionpot
ent
ial
isnotusedpr
oper
ly.

39
9.Basedont
abl
e4.
9,22% oft
her
espondent
suseM-
banki
ngf
orchecki
ngaccount

bal
ance,47% f
orr
ecei
vi
ngandt
ransf
err
ingmoney,8% uset
oknow dai
l
yexchange
r
ate(
speci
all
ymer
chant
s),
Other
susei
tforpay
ingut
il
it
iesandot
herser
vices.

10.Basedont
abl
e4.
10,mostoft
her
espondent
s(77%)t
hinkt
hatM-
banki
ngadopt
ion
i
sadv
ant
ageous,
whi
l
ether
est
(23%)di
dn'
tthi
nkso.

40
11.Basedont
abl
e4.
11,44%oft
her
espondent
sdi
dn'
tfeelusi
ngM-
banki
ngi
seasy
,
whi
l
e56%off
eel
andar
eal
sousi
ngM-
banki
ngeasi
l
y.

12.Basedont
abl
e4.
12,31%oft
her
espondent
susenewt
echnol
ogi
esf
orusi
ngnew
sof
twar
e,use appl
i
cat
ions,dev
elop comput
erski
l
ls,et
c.Whi
l
e 61 oft
hem di
dn'
t
exper
iencet
heuseofnewt
echnol
ogi
esbecauseofl
ackoft
ime,
ski
l
ls,
resour
ces,
etc.

41
13.Basedont
abl
e4.
13,66%oft
her
espondent
shav
eaposi
ti
veat
ti
tudet
oM-
banki
ng
use,
whi
l
ether
estdi
dn'
t.

14.Based on t
abl
e 4.
14,42% oft
he r
espondent
s ar
e empl
oyed i
n gov
ernment
al
or
gani
zat
ions,
9%i
nNGOs,
15%ar
esel
f-
empl
oyed,
17%wor
kinpr
ivat
ecompani
es.The
r
est(
17%)ar
enotempl
oyedast
heyar
ehouswi
fe,j
obl
ess,st
udent
s,di
sabl
ed,r
eti
red,
et
c.

42
 15.

Basedont
abl
e4.
15,39% oft
her
espondent
sfeelM-
banki
ngser
vicesofCBEar
e
secur
ed.Whi
l
ether
est
(61%)di
dn'
tfeel
usi
ngCBE'
sM-
banki
ngi
ssecur
ed.

16. Basedont
abl
e4.
16,48% oft
her
espondent
s(mostoft
hem)expectorf
eart
he
wr
ongi
nputofaccountnumberwhent
ransf
err
ingmoney
,27%oft
hem expectsy
stem

43
f
ail
ure(
hacki
ngoft
hei
raccountbal
ance),
17% oft
hem f
earofl
osi
ngt
hei
rpr
ivacy
i
nfor
mat
ion,ot
her
(7%)di
dn'
tfeelt
her
eisanyki
ndofr
iskast
heyexpect
edguar
ant
ee
oft
heCB

17.Basedont
abl
e4.
17,34%oft
her
espondent
sbel
i
evedt
hatM-
banki
ngser
vicesar
e
cost
lyast
heyhav
efewmoneydeposi
tedandar
echar
gedwi
thoutusi
ngi
tmuch.The
r
est(
66%)oft
hem t
hinki
tisnotcost
lygi
vent
heamountoft
imeand speedser
vices
t
heyr
ecei
ve.

44
18. Basedont
abl
e4.
18,66% oft
her
espondent
srepl
i
edt
hatt
heyt
hinkt
hatt
heM-
banki
ngser
vicesofLaf
toVi
ewsCBEbr
anchi
sgood,
whi
l
ether
estdi
dn'
tfeel
it.

4.
4In-
dept
hInt
erv
iewResul
tsandanal
ysi
sinconnect
ionwi
th
t
her
esear
chquest
ions
Her
ethedat
agat
her
edf
rom empl
oyeesoft
heM-
banki
ngdepar
tmentofLaf
toVi
ew
CBEbr
anch,
andwasanal
ysedqual
i
tat
ivel
yinnar
rat
ionappr
oachbygr
oupi
ngt
hesame
i
deasi
npar
agr
aph.Thesewer
ethedat
aobt
ainedf
rom t
wel
ver
espondent
sint
erv
iewed
f
rom t
heM-
banki
ngadopt
ionandser
vicesdepar
tmentempl
oyeesf
oundi
nLaf
toVi
ew
CBEbr
anchi
nNi
fasSi
l
kLaf
tosub-
cit
y,Addi
sAbabaci
ty.

Ther
efor
e,t
hei
nter
viewsr
esul
tsar
eanal
ysedanddi
scussedasf
oll
ows:
-

1.Whatar
ethekeyf
act
orst
hati
nfl
uencet
hel
evel
ofadopt
ionofm-
banki
ngser
vice?

TheM-
banki
ngser
vicesdepar
tmentwor
ker
srepl
i
edt
hatuser
s'per
cei
vedr
isks,l
ackof
t
rust
,andsecur
it
yri
skst
obeoft
hekeyf
act
orsnegat
ivel
yinf
luenci
ngt
hel
evelof
adopt
ionofm-
banki
ngser
vices.Howev
er,t
heyt
hinkt
hatpr
esenceofsecur
it
ypol
i
cy
t
hatguar
ant
eescust
omer
sincaseofanyl
oseposi
ti
vel
yinf
luencedt
hel
evelofuseof
m-
banki
ngser
vice.Theysai
dawar
eness,
exper
ience,
tri
alabi
l
ityage,
gender
,educat
ion,
i
ncomeandr
elat
iveadv
ant
agear
ebasi
sfact
orsonm-
banki
ngadopt
ioni
ntent
ionof
cust
omer
s.Theyal
sodescr
ibedt
heef
fect
sofnet
wor
kcov
erageont
heuseofm-
banki
ngandconcl
udedt
hatpoornet
wor
kcov
eragewast
hekeyf
act
orsnegat
ivel
y
af
fect
ingt
heuseofm-
banki
ngser
vicebyl
i
mit
ingordeny
ingcust
omer
saccesst
othei
r
bankaccountv
iamobi
l
ephone.Hence,
lowl
evel
ofuseofmobi
l
ebanki
ng.

2.Whatar
ethekeysol
uti
onst
oincr
easeM-
banki
ngadopt
ionofcust
omer
s?

Ther
espondent
ssuggest
edt
hatawar
enesspr
obl
em i
samaj
orconcer
nofconsumer
s
whi
l
eusi
ngmobi
l
ebanki
ng,bankcanr
educet
hisi
ssuebyi
ntr
oduci
ngor ar
rangi
ng
di
ff
erentawar
enesspr
ogr
am.Commer
cialBankshoul
dusesoci
almedi
aast
oolt
o
maket
hem awar
eaboutmobi
l
ebanki
ng ser
vices.Mobi
l
ebanki
ng sy
stem i
snew
dev
elopmenti
nEt
hiopi
anBanki
ngi
ndust
ry.Asar
esul
tthecent
ralbankshoul
dissue

45
sui
tabl
elegalf
ramewor
ks t
o ease t
he adopt
ion ofmobi
l
e banki
ng sy
stem and
gov
ernment and pr
ivat
e sect
ors shoul
d suppor
t banki
ng sect
or by f
aci
l
itat
ing
dev
elopmentofsuf
fi
ci
entI
CT i
nfr
ast
ruct
uref
ort
he successf
uli
mpl
ement
ati
on of
mobi
l
ebanki
ngadopt
ionsy
stem.Besi
des,banksshoul
dconsi
dert
echnol
ogybased
compet
it
ionf
ocusi
ngon,cust
omerexpansi
on,costr
educt
ionandawar
enesscr
eat
ions
andshoul
dwor
ktowar
dscr
eat
ingawar
enessoft
hecommuni
tyandt
hei
rempl
oyees
t
owar
dst
hepr
ocessesand benef
it
soft
hemobi
l
ebanki
ng sy
stem t
o expl
oitt
he
benef
it
s.

Theysuggest
edCBEt
oout
li
neagoodsecur
it
ypol
i
cyt
hatguar
ant
eei
tscust
omer
sin
caseofanysecur
it
yri
sksorl
osses.

3.I
sther
eanymoni
tor
ingandev
aluat
ionofcust
omer
'sM-
banki
ngadopt
ionf
act
ors,so
t
hatt
oimpr
oveM-
banki
ngadopt
ionr
ate?

Asmostoft
hei
nter
viewedr
espondent
ssuggest
ed t
hemoni
tor
ingandev
aluat
ionof
CBE'
sont
heM-
banki
ngser
vicesi
snotsat
isf
act
oryascust
omer
'spr
obl
emsl
i
ket
he
needt
opayel
ect
ri
c,t
axet
car
enotbei
ngpr
oper
lyent
ert
ained.Ast
heysuggest
edi
f
t
her
eissuchki
ndofnearf
oll
ow-
upand i
mmedi
atesol
uti
on,i
tiseasyf
ort
hem t
o
conv
incecust
omer
stoM-
banki
ngadopt
ion.I
naddi
ti
on,
thi
scor
rect
ivemeasur
esbyt
he
CBEwi
l
lai
dthem t
oqui
ckl
ydev
elopt
hei
rbusi
ness.

46
 CHAPTERFI
VE

CONCLUSI
ONANDRECOMMENDATI
ON

5.
1.I
ntr
oduct
ion

I
nthi
s chapt
er,t
he f
ir
stsect
ion pr
esent
sthe concl
usi
on.I
nthe second sect
ion
r
ecommendat
ionsar
efor
war
ded.Fi
nal
l
y,f
utur
eresear
chdi
rect
ionsar
esuggest
ed.

5.
2.Summar
yoft
het
hesi
sandConcl
usi
on

Thi
sresear
chi
dent
if
iedt
hedet
ermi
nant
sofM-
banki
ngadopt
ionandobser
vedsome
empi
ri
calev
idence aboutf
act
ors af
fect
ing mobi
l
e banki
ng adopt
ion i
ntent
ion at
commer
cialbankofEt
hiopi
a.I
twasf
oundt
hatawar
eness,exper
ience,t
ri
alabi
l
ityage,
gender
,educat
ion,i
ncomeand r
elat
iveadv
ant
age,l
ackofsecur
it
y,l
ogi
ndi
ff
icul
ty,
ser
vicechar
geanddoubtoft
heuseraboutsecur
it
y,t
obedet
ermi
nant
sont
heuseof
mobi
l
ebanki
ngser
vice.Concer
ningt
hedemogr
aphi
cfact
orsonM-
banki
ngadopt
ion
amongbankcust
omer
sfoundt
hatr
elat
iveadv
ant
age,awar
eness,exper
ience,t
ri
al
abi
l
itywer
efoundt
ohav
eaposi
ti
veandst
ati
sti
cal
l
ysi
gni
fi
cantef
fectonadopt
ionof
mobi
l
ebanki
ng.Theser
esear
chdescr
ibedt
heef
fect
sofnet
wor
kci
yfact
orsnegat
ivel
y
af
fect
ingt
heuseofm-
banki
ngser
vice.

Thus,
aspert
hisst
udyt
hemosti
mpor
tantf
orcust
omer
stodeci
det
ouseornott
ouse
mobi
l
ebanki
ngi
ssecur
it
yandpr
ivacyconcer
n.Theot
heri
mpor
tantf
act
orsar
eli
ke
easeofuse,af
for
dabi
l
ityoft
heser
vice,sav
ingt
imeandi
tsconv
eni
ence,net
wor
k
sui
tabi
l
ity
,andnet
wor
kint
err
upt
ion,ageoft
heuser
,logi
ndi
ff
icul
ty,
ser
vicechar
geand
net
wor
kint
err
upt
ionhav
eext
remel
yst
rongr
elat
ionshi
pwi
tht
heusagef
requencyof
cust
omer
stowar
dsmobi
l
ebanki
ngser
vices.

5.
3.Recommendat
ions

1.Ther
eshoul
dbeev
aluat
ionandmoni
tor
ingoft
hecust
omer
sneedl
i
kepay
mentof

47
el
ect
ri
cit
y,t
axes,et
c,andpr
ovi
sionofi
mmedi
atesol
uti
on.Ast
hisi
seasyf
orCBEt
o
conv
incecust
omer
stoM-
banki
ngadopt
ionandi
ntur
ndev
elopi
tsbusi
ness.

2.CBEshoul
dpr
ovi
der
eli
abl
esecur
it
yandnet
wor
kinf
rast
ruct
ureandsy
stem t
oensur
e
mobi
l
ebanki
ngser
vicesoper
atesmoot
hlysot
hati
tcanr
educet
heper
cei
vedr
iskby
cust
omer
sregar
dingmobi
l
ebanki
ngt
echnol
ogy
.

3.Et
hiot
elecom asmobi
l
enet
wor
kser
vicepr
ovi
dershal
lgi
vespeci
alat
tent
iont
o
mobi
l
ebanki
ngt
echnol
ogyf
rom i
tssi
det
opr
ovi
der
eli
abl
enet
wor
ktocommer
cial
banksast
hecust
omer
sper
cei
vet
hemobi
l
enet
wor
kri
skyt
oadoptmobi
l
ebanki
ng.

4.CBEshoul
dout
li
neagoodsecur
it
ypol
i
cyt
hatguar
ant
eei
tscust
omer
sincaseofany
secur
it
yri
sksorl
osses.

I
twas,t
her
efor
e,r
ecommendedt
hatbanksi
nCBEshoul
dcr
eat
emor
eawar
eness
t
hroughper
sonali
nter
act
ionwi
thcust
omer
s,moni
toranddev
elopqui
ckr
esponset
o
cust
omer
sinor
dert
obui
l
dcust
omer
’sconf
idence.Ther
efor
e,t
oincr
easet
hegr
owt
hof
mobi
l
ebanki
ngser
vice,Commer
cialbankofEt
hiopi
ashoul
dwor
kont
hedet
ermi
nant
s
t
hataf
fectt
headopt
ionoft
heser
vices.

5.
4.Li
mit
ati
onsandf
urt
herr
esear
chdi
rect
ions

Thi
sresear
chonl
yfocusedonCBELaf
toVi
ew br
anchi
nAddi
sAbaba,whi
chi
sver
y
smal
lar
ea compar
ed t
o mobi
l
e banki
ng mar
ketnat
ionwi
de.Ther
efor
e,t
his st
udy
r
ecommendsf
urt
herst
udi
esonmobi
l
ebanki
ngusaget
obeconduct
edusi
ngmor
ethan
onecasest
udyandacompar
ati
veanal
ysi
sshoul
dbedonet
ofi
ndouti
fther
ecoul
dbe
anysi
mil
ari
ti
es.

48
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dedi
ti
on.publ
i
shedbyt
heFr
ee
Pr
ess,
ADi
vi
si
onofMacmi
l
lanPubl
i
shi
ngCo.
,I
ncNY

Si
vakumar
an.
( . Comput
2005) er Engi
neer
ing, Concept
, Met
hodol
ogy, Tool and
Appl
i
cat
ion:I
nfor
mat
ionResour
cesManagementAssoci
ati
on.USA.

Ti
war
iEtAl( .Mobi
2006) l
e Banki
ng As Busi
ness St
rat
egy:I
mpactOf Mobi
l
e
Technol
ogi
esOnCust
omerBehav
iorAndI
tsI
mpl
i
cat
ionsForBanks

Venkat
esh,
V.andDav
isF.
,
( .Useraccept
2003) anceofi
nfor
mat
iont
echnol
ogy:Towar
da
uni
fi
edv
iew,
MISQuar
ter
ly,
Vol
.27,
No.3:
425-
478.

Wei 2015)whyhasMobi
sbaum H( l
ebanki
nggr
owt
hst
all
ed?Bl
ameHacker
s.

Yamane,T.( .St
1967) ati
sti
cs:AnI
ntr
oduct
oryAnal
ysi
s,2ndEd.
,NewYor
k:Har
perand
Row.

YuC.S.( .Fact
2012) orsaf
fect
ingi
ndi
vi
dualt
oadoptmobi
l
ebanki
ng:empi
ri
cal
evi
dence
f
rom t
he UTAUT model
. Jour
nal of el
ect
roni
c commer
ce r
esear
ch
Vol
.13.
No2.
2012

52
 NEW GLOBALVI
SIONCOLLEGE
BI
SINESSADMI
NISTRATI
ONPROGRAM
Dearr
espondent
s

Iam Hai manotZemene,MBAst udentintheBusi nessAdmi ni

strationdepar t
mentof
New Gl obalVi sionCol l
egeinAddi sAbaba.Iam car ryingoutanacademi cresearch
Thesison “ THE ASSESSMENT OF THE DETERMI NANTS OF MOBI LE BANKI NG ADOPTION BY
CUSTOMERS,CASESTUDY OFCOMMERCI ALBANK OF E THIOPIA,LAFTO VI EW BRANCH ,ADDIS
ABABA ”,byusi ngasel fadministeredquest i
onnai r
e.Par ti
cipationi nthisprojectis
compl etel
yv olunt ar
y.Survey resul t
s willbe r ecor ded anony mously and st ri
ct
confidentiali
tywi llbemaintai
ned.I ndi
vi
dualr esponseswi llnotbei denti
fiedint he
researcher sthesi s.Thankyoufory ourcooperati
on.

Forf
urt
heri
nfor
mat
ion,
pleasecont
actmebyt
hef
oll
owi
ngaddr
ess:

Tel
.:
+251920640634 Emai
l
:hai
manot
zemene118@gmai
l
.com

Sect
ionI
:Respondent
spr
ofi
le

1.Sex
Femal
e[ ] Mal
e[ ]

2.Whati
syourl
evel
ofeducat
ion?
Di
ploma [ ] Bachel
ordegr
ee[ ] Mast
ersorabov
e
[] Other
s[ ],
Pleasespeci
fy…………………..
..
.

3.Howol
dar
eyou?
<20 [ ] 21-30[ ] 31-40[ ] >41 [ ]

4.Mont
hlyi
ncome(
inETB)

Bi
rr1000orl
ess[ ] Bi
rr1001–Bi
rr5000[ ] Bi
rr5001–Bi
rr10,
000[ ]

53
Mor
ethanBi
rr10,
001[ ]

Secti
onII:Pl
easereadeachstatementandput(
√)ont
hespacepr
ovi
ded
thatsui
tsyouasbestal
ternat
ive.
5.Doy
ouhav
eacel
lphoneorusemobi
l
ephone?

1=[]y
es 2=[]no

6Ar
eyouawar
eoft
heexi
stenceofmobi
l
ebanki
ngi
ncommer
cial
bankofEt
hiopi
a?

1=[]y
es 2=[]no

7.Ar
eyouv
olunt
aryt
ousemobi
l
ebanki
ngser
vicei
ncommer
cial
bankofEt
hiopi
a?

1=[]y
es 2=[]no

8.Doy
ouusemobi
l
ebanki
ngser
vicesi
ncommer
cial
bankofEt
hiopi
a?

1=[]y
es 2=[]no

9.Whatdoy
out
hinki
sthepur
posecust
omer
suseofmobi
l
ebanki
ngser
vices?

1=[]f
orchecki
ngaccountbal
ance

2=[]f
orr
ecei
vi
ngandt
ransf
err
ingmoney

3=[]t
oknowdai
l
yexchanger
ate

4=[]t
oknownearATM l
ocat
ion

5=[]Al
l

6=[]ot
herspeci
fy-
--
--
--
--
--
--

10.Doy
out
hinkt
hatusi
ngmobi
l
ebanki
ngser
vicei
sadv
ant
ageous?

1=[]y
es 2=[]no

11.Doy
out
hinkt
hatuseofmobi
l
ebanki
ngappl
i
cat
ioni
seasy
?

1=[]y
es 2=[]no

54
12.Doy
ouhav
eanexper
ienceonuseofnewt
echnol
ogy
?

1=[]y
es 2=[]no

13.Yourat
ti
tudet
owar
dst
heuseofmobi
l
ebanki
ngser
vicei
s

1=[]posi
ti
ve 2=[]negat
ive

14.Whatt
ypeofwor
kyoudo?

1=[]gov
ernmentempl
oyed 2=[]NGOempl
oyed

3=[]sel
fempl
oyed 4=[]pr
ivat
eempl
oyed

5=[]ot
herspeci
fy-
--
--
--
--
--
--
--
--(
student,
housewi
fe,
jobl
ess,
ret
ir
ed)

15.Doy
oubel
i
evet
hatmobi
l
ebanki
ngser
vicei
ncommer
cialbankofEt
hiopi
ais
secur
ed?

1=[]y
es 2=[]no

16.Whatdoy
out
hinkoft
het
ypeofr
isky
ouexpect
?

1=[]wr
ongi
nputofaccountnumberwhent
ransf
err
ingmoney

2=[]sy
stem f
ail
ure(
hacki
ngofy
ouraccountbal
ance)

3=[]f
earofl
osi
ngy
ourpr
ivacyi
nfor
mat
ion

4=[]ot
herspeci
fy-
--
--
--
--
--
--

17.Doy
out
hinkt
hatuseofmobi
l
ebanki
ngser
vicesi
scost
ly?

1=[]y
es 2=[]no

18.Doy
out
hinkt
hatt
her
eisagoodmobi
l
ebanki
ngadopt
ionandser
viceatLaf
toVi
ew
CBEbr
anch?

1=[]y
es 2=[]No

55
 Apendi
x2:Sel
fadmi
nist
eredI
nter
view
Iam Hai
manotZemene,
MBAst
udenti
ntheBusi
nessAdmi
nist
rat
iondepar
tmentof
NewGl
obalVi
sionCol
legei
nAddi
sAbaba.Iam car
ryi
ngoutanacademi
cresear
ch
Thesi
son“
THEASSESSMENTOFTHEDETERMI
NANTSOFMOBI
LEBANKI
NGADOPTI
ONBY

CUSTOMERS,
CASESTUDYOFCOMMERCI
ALBANKOFETHI A,
OPI EW BRANCH ,
LAFTOVI ADDI
S

.Youar
ABABA” eki
ndl
yinv
itedt
oabr
iefi
nter
viewbyr
espondi
ngt
othef
ewset
quest
ionst
opr
ovi
dey
ourv
iewsandopi
nions.Youri
nfor
mat
ionwi
llbet
aken
conf
ident
ialf
oracademi
cpur
pose.

1.Whatar
ethekeyf
act
orst
hati
nfl
uencet
hel
evel
ofadopt
ionofm-
banki
ngser
vice?
2.Whatar
ethekeysol
uti
onst
oincr
easeM-
banki
ngadopt
ionofcust
omer
s?

3.I
sther
eanymoni
tor
ingandev
aluat
ionofcust
omer
'sM-
banki
ngadopt
ionf
act
ors,
so

t
hatt
oimpr
oveM-
banki
ngadopt
ionr
ate?

56
 Appendi
x4:PROPOSEDBUDGET

Par
ti
cul
ar Quant
it
y Amount(
bir
r)

St
ati
onar
yMat
eri
als 1PackPaper
s 200

2Pen 20

Bi
nder 10

Tr
anspor
tcost
s 100

Dat
aAnal
ysi
s(sof
twar
e) 200

For Ty
pe wr
it
er,pr
int
er, 300
andcopy

Mi
scel
l
aneous 200

Tot
al 1030

57
 Appendi
x5:Ti
mef
rame

Act
ivi
ty Dec Jan Feb Mar Apr May Jun

1.Pr
oposal
dev
elopment ×

2.Dev
elopmentofTool
s ×
andI
nst
rument
s.
3. Pr
oposal pr
esent
ati
on ×
and
4.Dat
aCol
l
ect
ion × ×

5. Dat
a Anal
ysi
s and × ×
Repor
tWr
it
ing
6.Submi
ssi
on of1stand ×
2nddr
aftt
otheadv
isor
7.Submi
ssi
onoff
inaldr
aft ×
r
esear
ch r
epor
ttot
he PG
of
fi
ceandThesi
sdef
ense
8.Adj
ust
mentoft
hesi
s ×
and Fi
nal t
hesi
s
submi
ssi
on

58