FACTORS AFFECTING THE INTENTION TO USE MOBILE

BANKING SERVICE (CBE-BIRR): CASE STUDY ON

COMMERCIAL BANK OF ETHIOPIA

PARTIALFULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF MBA

(MASTERS OF BUSINESS ADMINISTRATION).

June, 2020 G.C

Addis Ababa, Ethiopia

 ADDIS ABABA UNIVERSITY
COLLEGE OF BUSINESS AND ECONOMICS
MBA PROGRAM

FACTORS AFFECTING THE INTENTION TO USE MOBILE BANKING SERVICE (CBE-

BIRR): CASE STUDY ON COMMERCIAL BANK OF ETHIOPIA

ADDIS ABABA UNIVERSITY, COLLEGE OF BUSINESS AND ECONOMICS,

MBA PROGRAM, IN PARTIALFULFILMENT OF THE REQUIREMENTS
FOR THE AWARD OF MBA (MASTERS OF BUSINESS ADMINISTRATION).

BY: ABEBE ALEMU (GSD/0091/08)

ADVISOR: MESKEREM M. (Ph.D.)

 FACTORS AFFECTING THE INTENTION TO USE MOBILE BANKING SERVICE (CBE-
BIRR): CASE STUDY ON COMMERCIAL BANK OF ETHIOPIA

By: Abebe Alemu

Approved by Board of Examiners

______________________ _________________
Advisor signature

______________________ _________________
Examiner Signature

______________________ _________________
Examiner Signature
 DECLARATION

I declared that; this research thesis is my originalwork. Andall sources of materials used are well
acknowledged.

Declared by:

Name: Abebe Alemu

Signature: ---------------------

Date: ---------------------
 LETTER OF CERTIFICATION

This is to certify that Abebe Alemu has completed his project work titled “Factors
Affecting the Intention to Use Mobile Banking Service (cbe-birr): Case study on
Commercial Bank of Ethiopia”. As I have evaluated, his project is appropriate to be

submitted as a partial fulfillment requirement for the Award of Degree in Masters

of Business Administration.
 ACKNOWLEDGEMENT

Undoubtedly may all praise be to God for blessing me with good health and for giving me the
strength, patience guidance to endure and complete this thesis .Then I would like to thank may
advisor Dr. Meskerem Mitiku for her unreserved attention to correct my report and giving me
constructive idea during the process of this thesis .Finally, I would like to thank my friend
Tekalign Tariku.
 Table of Contents
List Of Acronyms And Abbreviations ....................................................................................... vii

Abstract ...................................................................................................................................viii

Chapter One

Introduction

1.1 Background Of The Study ........................................................................................................ 1

1.2 Statement Of The Problem ....................................................................................................... 3

1.3 Research Questions .................................................................................................................. 4

1.4 Objective Of The Study............................................................................................................ 5

1.4.1 General Objective ................................................................................................................. 5

1.4.2 Specific Objectives................................................................................................................ 5

1.5. Significance Of The Study ...................................................................................................... 5

1.6. Scope Or Delimitation Of The Study ....................................................................................... 5

1.7 Limitation Of The Study .......................................................................................................... 6

Chapter Two

Literature Review

2.1 Introduction ............................................................................................................................. 7

2.2 Theoretical Reviews ................................................................................................................. 7

2.2.1 Definitions Of Mobile Banking ............................................................................................. 7

2.2.2 Evolution Of Mobile Banking ............................................................................................... 7

2.2.3. Factors Affecting Intention To Use Mobile Banking............................................................. 9

2.2.4 Unified Theory And Use Of Technology Model (Utaut) ...................................................... 10

2.3. Empirical Review Of The Study ............................................................................................ 11

2.4. Conceptual Framework Of The Study ................................................................................ 12

i
Chapter Three

Research Methodology

3.1 Introduction ........................................................................................................................... 13

3.2 Research Approach ................................................................................................................ 13

3.3. Research Design.................................................................................................................... 13

3.4. Target Population .................................................................................................................. 13

3.5. Sampling Size And Techniques ............................................................................................. 14

3.5.1 Sample Size....................................................................................................................... 14

3.5.2 Sampling Techniques .......................................................................................................... 16

3.6 Data Type And Source ........................................................................................................... 16

3.7 Data Collection Methods ........................................................................................................ 16

3.8 Methods Of Data Analysis And Interpretation .................................................................... …17

3.9 Validity And Reliability Of The Instruments .......................................................................... 17

Chapter Four

4.Data Presentation, Analysis, Interpretation And …………………………………….……….…18

4.1 Introduction.............................................................................................................………....18

4.2 Response Rate ……………………………………………………………………………...… 18

4.3 Demographic characteristic of Respondents ……………………………………………...….. 19

4.4 Factors affecting the intention to use mobile money in CBE ………….…..…………………. 21

4.5 Relationship between Experience of Using Mobile Phone, and Variables..................................35

4.6 Effects Of Respondents Profile On Intention To Use Cbe-Birr Mobile Money Service. .......... 36

Chapter Five

Summary Of Finding, Conclusion And Reccommendation

5.1 Summary Of Finding………………………………………………………………………….42

5.2 Conclusion………………………………………………………………………………..……44

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5.3 Recommendation………………………………………………………….…………………45

References ................................................................................................................................. vi

Appendixes I .............................................................................................................................. ix

iii
 List of Tables

Table 3.1: Proportional Distribution Of Questionnaires ............................................................. 15

Table 3.2: The Cronbach’s Alpha Of The Items ........................................................................ 17

Table 4.1. What is Your Gender…………………………………………………………………………..19

Table 4.2. Age categories…………………………………………………………………………………19

Table 4.3: Educational Qualification ......................................................................................... 20

Table 4.4: Customer Type ......................................................................................................... 21

Table 4.5: Customers Have Using Mobile Phone For A Long Time .......................................... 21

Table 4.6: Using Cbe-Birr Would Enable Customers To Accomplish My Tasks More Quickly. 22

Table 4.7: The Registration Procedures Are Easy For Customers .............................................. 22

Table 4.8: The Interface With Cbe-Birr Mobile Money Is User Friendly ................................... 23

Table 4.9: It Is Easy For Customer To Become Skillful At Using Cbe-Birr Mobile Money ....... 24

Table 4.10: Cbe-Birr Mobile Money Is Useful Way Of Making Payment .................................. 25

Table 4.11: Cbe - Birr Mobile Money Service Helps Save Time ............................................... 25

Table 4.12: Cbe-Birr Is More Convenient And Accessible. ....................................................... 26

Table 4.13: Cbe - Birr Mobile Money Service Would Outweigh The Disadvantages ................. 27

Table 4.14: In Using Cbe - Birr, Customers Believe That My Transactions Are Secured. .......... 27

Table 4.15: In Using Cbe - Birr, Customers Believe That My Privacy Is Secured. ..................... 28

Table 4.16: In Using Mobile Banking, Customers Information Is Kept Confidential ................. 28

Table 4.17: Customers Have Well Aware Of The Existence Of Cbe - Birr Services. ................. 29

Table 4.18: If Customers Lose Their Mobile Phone, They Will Not Lose My Money As Well .. 30

Table 4.19: If There Is A Network Problem, Customers Transactions Will Be Affected ............ 30

Table 4.20: It Is Difficult For Customers Money To Be Stolen If Using Cbe-Birr Mobile Money
Service ...................................................................................................................................... 31

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Table 4.21: There Is A Low Risk Of Other People Tampering With My Personal Information
During The Transaction ............................................................................................................ 31

Table 4.22: Customers Intend To Continue To Use Cbe-Birr Mobile Money Service ................ 32

Table 4.23: Customers Intend Recommending Cbe-Birr Mobile Money Service To Others ....... 33

Table 4.24: I Enjoy Using All Available Cbe-Birr Mobile Money Services ............................... 33

Table 4.25: My Cbe-Birr Menu Is Very Easy To Understand. ................................................... 34

Table 4.26: Coefficient Range ................................................................................................... 35

Table 4.27: Relationships Between Items .................................................................................. 35

Table 4.28: Relation Between Intention To Use Cbe-Birr Mobile Money Service And Gender Of
Respondents.............................................................................................................................. 36

Table 4.29: Relation between Intention To Use Cbe-Birr Mobile Money Service And Age Of
Respondents………………………………………………………………...... 37

Table 4.30: Relation Between Intention To Use Cbe-Birr Mobile Money Service And Education Of
Respondents.............................................................................................................................. 37

Table 4.31: Relation Between Intention To Use Cbe-Birr Mobile Money Service And Duration Of
Using Cbe Birr .......................................................................................................................... 38

Table 4.32: Relation Between Intention To Use Cbe-Birr Mobile Money Service And Customer
Type ......................................................................................................................................... 38

Table 4.33: Model Summary ..................................................................................................... 39

Table 4.34: Anovaa ................................................................................................................... 39

Table 4.35: Coefficientsa ........................................................................................................... 40

v
 List of Figures

Figure 2.1: Conceptual Frame Work Of The Study ................................................................... 12

Figure 3.1. :Proportional distribution of questionnaires…………………………………………………….15

vi
 LIST OF ACRONYMS AND ABBREVIATIONS

M-Banking Mobile Banking

ICT Information Communication Technology

ATM Automatic Teller Machine

POS Point of Sale terminals

NBE National Bank of Ethiopia

EBSD E-Banking Service Department

NBE National Bank of Ethiopia

SMS Short Message Service

CBE Commercial Bank of Ethiopia

vii
Abstract
The research has been focused to assess factors affecting the intention to use mobile money (CBE
Birr) in Commercial bank of Ethiopia, selected Branches in Addis Ababa city was used as a case
study area for the study. Literature has reviewed on: service of mobile banking. Mixed research
design has been used to realize the study objective. Using Krejcie and Morgan has taken from
total population based on multiple stage method used. The data has been collected from both
primary and secondary sources of data. The main research instrument used a Likert 5 scale
questionnaire to collect primary data. From total Target population selected respondents (246)
were sampled for data collection; Reliability and Validity of instrument has been used for test by
carrying out a pilot study. The collected data has been processed with the help of computer
software package (SPSS version 24.00). The collected data has been analyzed through different
statistical techniques: descriptive statistics, inter correlation t-test, ANOVA and multiple
regressions. According to the findings of the study there was a significant relationship between
demographic information and intention to use mobile money (CBE Birr). The findings revealed
that the result further revealed lack of customer awareness, customer lack of confidence with the
security aspects Product Image in the Society and Limitation in availability and quality of
infrastructure are the other factors affectingIntention to Use CBE-Birr mobile money service in
commercial bank of Ethiopia. The study recommends that, to improve the benefits of mobile banking
services CBE should strongly work on making the service ease and let the customers know the status
for their decision and confidence. CBE should also work to the extent of offering better and reliable
security by encryption information to protect their customer’s privacy. In order to make simple the
service, CBE should be available with voice or other channel to illiterate customers who can’t read
and write.

viii
Key Words: CBE -BIRR Mobile money service, Agent Banking

ix
 CHAPTER ONE

INTRODUCTION

1.1 Background of the study

The fast development of information technology, computer networks, internet and Tele
communication systems around the world have created a new type of economy, which is called the
digital economy (Shah and Clarke, 2009).Electronic banking become common as a channel of
banking services because of the quick advancement in information technology (IT) and strong
competition of banking market. According to a report by Hoot which is Social Media Management
System, globally about 5.11 billion are unique mobile phone users and out of this number closed to
4.4 billion people use the internet, while the number of social media users is put at about 3.5
billion. Mobile banking differs from the payment features available on many of today's smart
phones, as it provides a sign-on link to your individual checking or savings accounts by an app you
download from your bank's website. Though some European banks offered mobile banking as
early as 1999, it took until 2007 for major banks in the U.S. to develop mobile banking apps that
actually worked and customers wanted (Janet Morrison, 2018).

In Africa, access to banking services increased from 2006 to 2018, For instance; only 14 percent of
the Kenyan population had bank accounts in 2006 when the survey was first carried out. The figure
rose to 34.4 percent in 2016. The latest data from the Communications Authority of Kenya shows
that as of December 2018, Kenya had 31.6 million active users of mobile money transfer services
from a total population of 49.7 million had only 44 banks; 31 are locally owned and 13 are foreign-
owned in 2019 (Africa Economic Brief, 2019). According to P. Buys, D. Susmita, S.T. Timothy,
and D. Wheeler (2009)in African countries the growth of mobile phone coverage shows strong
positive correlation with population density, however, there are other compelling factors that
matter as well. Ever since the internet has taken over the world, the banking industry has
undergone a major shift. Before the internet was so popular for carrying out banking transactions,
people had to go the bank, stand in long queues and then wait for their turns even if they only
wanted to check their account balance, withdraw cash or transfer money. But now they no longer

1
need to visit a bank to carry out different kinds of banking transactions since they can use internet
banking or mobile banking facilities.

Mobile banking has simplified the lives of many people and given them the option to send money,
receive money, check account balance, pay bills, etc. using their mobile phones and the best part is
that banks offer mobile banking services for free. Mobile banking can be defined as the ability to
conduct bank transactions via a mobile device, or more broadly to conduct financial transactions
via a mobile terminal. Mobile Market in Sub Saharan African countries is highly competitive
except in Ethiopia. Ethiopia only has one active mobile network operator Ethio-Telecom. In
Tanzania and Uganda Airtel acquired Znatel, in Kenya Safaricom and Airtel jointly acquired, and
Yu’s asset in the Republic Congo (Ibid, 2018). According to Steafel (2015) the first mobile
banking introduced in Africa was M-Pesa in Kenya it launched by Vodafone and provider by
Safaricom in March 2007. M-pesa (M represents money and Pesa is Swahili word for Money). In
2008 M-Pesa was launched to Tanzania and after 2015 it expanded to Uganda, South Africa,
Democratic Republic of Congo, Romania, Mozambique, Egypt, Albania, India, Ghana and
Lesotho. Currently other similar mobile banking services like Mobakish, Orange money and Airtel
money provide similar service in different African countries. BelCash and M-Birr are the first
mobile banking technology introduced in Ethiopia in 2012. However; different researches have
been made in identifying factors affecting the intention to use mobile money. According
Hanudin(2013) the intention to use mobile banking is affected by the extent of security and privacy
associated with in the context of mobile banking. According to Chianson Yu (2012) financial cost
and credibility are two main factors influencing the intention to use mobile money. According to
(Shallone2013) perceived usefulness, perceived ease of use, relative advantages, personal
innovativeness and social norms have significant effect on user’s attitude thus influence the
intention toward mobile banking, whilst perceived risks and costs deterred the adoption of the
service. The research conducted thus farat different times brought different findings with regard to
factors affecting the intension to use mobile money. Therefore, the major concern of the study is
intended to identifying factors affecting intension to use CBE birr in case of Commercial Bank of
Ethiopia located in Addis Ababa. The study will differentiated from other researches because of
its focus was on customer’s perception of its ease of use. The understanding of reasons for the rate
of mobile banking usage could assist banks to find ways to adjust their marketing techniques and

2
come up with the right solution to improve their CBE Birr service as well as to increase the rate of
mobile banking customer’s usage.

1.2 Statement of the Problem

Banks in the world are modifying their strategies to reach customers worldwide more easily and
cheaply. Therefore, banks are developing the technologies that will help them deliver banking
product and services by the most cost effective channels and one of such channel is adopt Mobile
banking (Muche, 2016).Commercial Bank of Ethiopia has been deploying Mobile banking services
and large number of ATM and POS machines by investing large amount of money (CBE Annual
Report, 2019). The customers are disappointed by services for many reasons like network failure,
problems related to the machine (Hardware fault), power interruption, inconvenient location of
ATM, awareness gap and related problems that hinder the service quality, so that ICT directly
affects how managers decide, how they plan and what products and services are offered in the
banking industry. Previous studies in various countries identified the factors that determine the
adoption of mobile banking services. For example, studies by Alsheikh and Jamil (2014) in Saudi
Arabia, Yu (2012) in Taiwan, Oliver (2012), Ndumba et.al (2014) and Abdullatif (2015) in Kenya,
Fall et.al (2015) in Senegal, and Cudjoe et.al (2015) in Ghana have shown that the apathy of the
bank consumers towards mobile banking services affected the adoption negatively, while
customers belonging to the well-educated, young, relatively well-off and residing mainly in urban
areas, etc. adopted the technology.There are also other researchers who conducted researches on
adoption of e-banking and its challenge and opportunities in Ethiopian banking industry: Ayana
(2012) examined the barriers and drivers of the adoption of electronic banking system in Ethiopia.
The study was conducted based on the data gathered from four banks in Ethiopia; three private
banks (Dashen bank, Zemen bank and Wegagen bank) and Commercial bank of Ethiopia. A
research framework developed based on technology-organization-environment framework and
Technology acceptance model guided the study. The study identified perceived ease of use and
perceived usefulness as a driver of adopting E-banking system.

Gardachew (2010) has been done on electronic banking in Ethiopia: practices, opportunities and
challenges, and it found the rapid growth of technology knocking the front door of every
organization, where banks in Ethiopia would never be exceptional. Worku (2015) also studied by

3
using the technology acceptance model and analyzed the data gathered using descriptive statistics
such as frequency, percentage, mean, mode, median and standard deviation. Besides binary logistic
regression analysis is conducted to understand the relationship of mobile banking adoption and
perceived usefulness, perceived ease of use and perceived risk. The study found out that usefulness
and ease of use have positive relationship with the adoption of mobile banking whereas perceived
risk has negative relationship with the adoption of mobile banking. Mattewos (2016) and
Laekemaryam (2016) found out that usefulness and ease of use to have positive relationship with
the mobile banking whereas risk has negative relations with the mobile banking.

Customers are not enjoying with the technological advancement by low level of infrastructural
development, lack of suitable legal and regulatory framework, high rates of illiteracy, frequent
power interruption and security issues. Moreover, Mobile banking is a new technology in Ethiopia,
which needs a lot of effort and resources to be easily adopted by customers (Sira, 2013).In order to
improve CBE-Birr service adoption by customers, it is necessary to examine factors affecting their
intention by measuring the effect of perceived trust and usefulness on usage of CBE Birr and by
evaluating the ease of use and the influence of awareness on usage of CBE Birr. In the study area,
there has not yet been detail research works made available to CBE Birr of Commercial Bank of
Ethiopia. Therefore, the researcher was motivated to fill Methodological gap, focused area gap and
contextual gap.

1.3 Research Questions

A general question of the study was what factors affecting the intention to use mobile money (CBE
Birr) in Commercial bank of Ethiopia, Addis Ababa? The specific question that has been asked by
the study involves;
 Is there any effect of perceived trust on usage of CBE Birr?
 What is the effect of perceived usefulness on usage of CBE Birr?
 To what extent does the ease of use affect the usage of CBE Birr?
 What are the perceived risks to use CBE birr?
 Is customer awareness about the product affecting the usage of CBE Birr?

4
1.4 Objective of the study
1.4.1 General objective
The general objective of the research is to assess factors affecting the intention to use mobile
money (CBE Birr) in Commercial bank of Ethiopia, Addis Ababa.

1.4.2 Specific Objectives

The study has the following specific objectives;
 To measure the effect of perceived trust on usage of CBE Birr.
 To identify the effect of perceived usefulness on usage of CBE Birr.
 To evaluate the association of Ease of use with usage of CBE Birr.
 To determine the influence of awareness on usage of CBE Birr.

 To assess how perceived risk affects the intention to use CBE birr.

1.5. Significance of the Study

The significance of the study is to understand simple method of using Mobile banking services
from the CBE Birr user’s perspectives and it is significant for the Employees of Commercial Bank
of Ethiopia because, frequently audit the awareness of their customers and procedures to make sure
that they are effectively providing mobile banking service. Also the study has identified factors
affecting the intention to use mobile money and make some recommendation for the Bank. The
paper also serves as a reference material for future researches in this area. Also, it provides
knowledge and measures to improve the quality of Mobile banking service specifically at
Commercial Bank of Ethiopia.

1.6. Scope or Delimitation of the Study

The study has theoretical, methodological, and geographical delimitation's. Theoretically the study
has delimited to UTAUT theories constructs with Customer expectancy, Social factors and
Transaction cost that affect the intention to use mobile money service. Methodologically, the
targeted populations of the study are the customers of Commercial Bank of Ethiopia selected
through Multiple Stage sampling method. Geographical scope of the study limited at Commercial
Bank of Ethiopia North, South, East and West Addis Ababa Districts.

5
1.7 Limitation of the study
Lack of well-organized data may be the first limitation of the study. Lack of previously conducted
researches in case of study was another limitation of the study. Respondents may become reluctant
to fill questionnaires particularly open ended Questions because of lack of time and willingness.

6
 CHAPTER TWO
LITERATURE REVIEW

2.1 Introduction

Under this Chapter, the study is going to give comprehensive understanding about factors affecting
the intention to use mobile money referring theoretical, conceptual and empirical literature review
that obtain from various sources in relation to the research questions.

2.2 Theoretical Reviews

2.2.1 Definitions of Mobile Banking
According to James Chen (2019) Mobile banking is the act of making financial transactions on a
mobile device (cell phone, tablet, etc.). Mobile Banking is financial transactions that are based on
wireless handsets Mobile banking differs from mobile payments, which involve the use of a
mobile device to pay for goods or services at the point of sale or remotely to the use of a debit or
credit card (Venable Financial Services, 2008). Mobile banking is a subset of electronic banking in
which customers access a range of banking products, such variety of savings and credit
instruments, via electronic channels (Porteous, 2006). According to Rosenberg, J. (2010), the
earliest mobile banking services were offered over SMS, a service known as SMS banking. With
the introduction of smart phones with WAP support enabling the use of the mobile web in 1999,
the first European banks started to offer mobile banking on this platform to their customers.
Mobile banking has until recently most often been performed via SMS or the mobile web. Apple's
initial success with iPhone and the rapid growth of phones based on Google's Android have led to
increasing use of special client programs, called apps, downloaded to the mobile device.

2.2.2Evolution of Mobile Banking

In the mid 1990’s, almost immediately after embracing the Internet as a channel for banking
services, banks started and telecommunications companies started to work together towards the
development of an online banking service based on mobile telephony. Projects were developed
aimed at enhancing the screen and the keyboard of the mobile phone trying to convert it into a
usable, portable and foldable pocket cash point device (Warren, 1995).Mobile banking was first
introduced in the late 90s-early 2000s when the Internet began to gain popularity. A few select

7
large banks like Wachovia and Wells Fargo started to offer simple services on their bank websites
such as viewing checking account balances and finding the nearest ATM, yet they did not offer
interactive services (Feig, 2007).the use of Internet banking by providing access to the bank at any
time, have a great impact on the bank services to Customer. Therefore, those customers were able
to review the status of your bank account, carry out other transactions such as deposit accounts,
and pay bills from home or office easily. Major restrictions of this model electronic banking are
computer and internet access. Therefore, mobile banking has been introduced as a model of e-
banking provides customers who need only a mobile phone. The reasons for the superiority of this
approach to banking with internet banking are no restrictions in space, using the minimum
facilities and another reason is the great growth of mobile phone use among users. This way has
provided the development of mobile banking (PoorniCk,2010).Mobile banking beginning in the
late 1990 has experienced five distinct stages: The first stage, mobile banking will be summarized
in simple banking operations, especially pays bills and send SMS from the bank to the customers
and vice versa. The second stage is to add some of the accounts of depositors and related services
to mobile banking services. In the third stage, were used banking services via mobile network,
other media such as the Internet and telephone, this phase was completed with this phase was
completed with the emergence of intelligent mobile phones. The fourth step is to continue,
development has been made as of JP Phone and Android, and this progress has led to the providing
of services such as mobile Internet access and connection to the operating systems of bank. In the
fifth stage, this is starting; technologies have been used such as radio frequency identification chips
for mobile payments, and Banking Network Connection to Visa Card and MasterCard systems.
Qualitative and quantitative development of these technologies can be connected to make chips for
mobile devices such as mobile phone, watches, TV and IPad even connected sunglasses (Farnood,
2009).
According to Porteous (2006) described the various models of mobile banking globally,
particularly in Africa, and identified which models, and enablers were needed to broaden access to
financial services. Growth of mobile banking globally had been slower than expected, with critical
mass only being achieved in parts of Asia.

8
In Ethiopia, there is one Government bank (Commercial Bank of Ethiopia) and 16 private
commercial banks currently operating in Ethiopia. All of them are provided mobile banking
services for their customers. CBE Birr provided by Commercial Bank of Ethiopia, Awash Mobile
Wallet by Awash Bank, Amole by Dashen Bank, HelloCash by Cooperative Bank of Oromia,
Hibir by United Bank, Oro Cash by Oromia International Bank, AdIB by Addis International
Bank, Berhan Mobile by Berhan Bank, and etc (Tilahun D., 2018).

Commercial Bank of Ethiopia (CBE) officially launched its mobile money service (CBE birr) on
December 11, 2017 after successfully testing its functionality for six months. CBE birr is a mobile
based banking where by the bank selects trains and authorizes agents to provide banking service on
behalf of the bank through a mobile phone (CBE annual Report, 2019). After the implementation
of mobile banking in Ethiopia, mobile banking users have seen some growth but in terms of
transaction and active involvement still has way to go as compared to a majority of customer who
prefer banking in traditional way (CBE, performance review 2018/19).

2.2.3. Factors affecting Intention to Use Mobile banking

Many studies pertaining to consumer behavior towards mobile payment services have built on the
Technology Acceptance Model (TAM) (Davis, 1989), postulating that consumers’ intention to
adopt technology is influenced by perceived usefulness and perceived ease of use. As the literature
evolves, this model has been extended. Authors such as Venkatesh (2000) and Hung et al. (2003)
suggest that subjective social norm is a determinant of users’ intention to use mobile banking.
Several years later, Nysveen et al. (2005) combine the TAM and the Theory of Planned Behavior
(TPB) (Ajzen,1991) with non-utilitarian motives to posit that that intention to use mobile services
is explained by consumer perceptions of multi-attributes, i.e. expressiveness, enjoyment,
usefulness, ease of use, social influence and control. Some researchers highlight the roles of trust
and security in predicting such intention (Cao, 2011).Perceived Usefulness: Perceived usefulness
denotes the degree to which consumers believe that using a system would help them to perform
jobs or duties better (Davis, 1989). Linking this to the domain of mobile Banking, consumers
develop favorable attitude and intention towards such services because it has relative advantage
compared to other methods such as cash, and card payments (Arvidsson, 2014). Various studies
based on the TAM confirm the positive relationship between perceived usefulness and intentions

9
to use mobile banking. Perceived Ease of Use: Davis (1989) suggests that, despite performance
benefits (i.e. perceived usefulness), consumers may not adopt use mobile services which require a
great deal of effort in using. Hence he posits that perceived ease of use, indicating the effort or
difficulty consumers derived through the use a particular mobile service, exerts direct influence on
intention to use mobile service. As such, if consumers perceive that mobile payment services are
easy to use, they are likely to use such services. Empirical evidence has converted into the
prominent role of perceived ease of use in determining consumers’ intentions to use mobile
payment services (Cheong & Park, 2004). Perceived Enjoyment: While perceived usefulness and
perceived ease of use indicate extrinsic motivations, perceived enjoyment mentions intrinsic
motivation which refers to doing something because it is inherently interesting or enjoyable (Ryan
&Deci, 2000). Intrinsic motivation is a major factor influencing intention to use technologies in the
integrated model developed by Venkatesh et al. (2002). Perceived Trust: Gefen et al. (2003) argue
that trust enhances predictive power of the TAM. Perceived trust is defined as a belief that a
particular technological solution is secure and trustworthy or not (Dahlberg et al., 2003).
Generally, consumers’ trust in actors such as service providers, banks and payment service
positively affects their intentions to use mobile service and subsequent behaviors (Arvidsson,
2014).

2.2.4 .Unified Theory and Use of Technology Model (UTAUT)

The UTAUT model which aims to explain technology acceptance, is based on eight technology
acceptance theories or models. In particular, the UTAUT draws on the Motivational Model, the
Theory of Planned Behavior (TPB), the combined TAM and TPB, the model of Personal
Computer Utilization, the Innovation Diffusion Theory and the Social Cognitive Theory
(Venkatesh et al. 2003). At the core, the UTAUT model uses intention as a predictor of the
technology use behavior. The included predictors of intention are based on the components the
eight technology adoption models reviewed. In the UTAUT model, performance expectancy, effort
expectancy, and social factors have direct effects on intention, which along with facilitating
conditions have direct effects on use behavior. The effects of interactions of each of performance
expectancy, effort expectancy and social factors with each of age and gender; interactions of
experience with each of effort expectancy and social factors; and an interaction of voluntariness of
use and social factors on intention are also included. Finally, there are effects of interactions of age
and facilitating conditions and experience and facilitating conditions on use behavior (Venkatesh

10
et al. 2003).The UTAUT Model needed to be modified before it would be applied. Zhou et al.
(2010) indicates that the four mediating factors in Vankatesh’s original UTAUT Model that is
gender, experience, voluntariness and age cannot be applied as they are, in different cultural
context. As (Ticherner et al. 1970) indicates the higher the social-economic status of user, the
faster the adoption of a technology. In Africa however most users have a low economic status and
such factors may not be relevant to analyzing their uptake of a technology.

2.3. Empirical Review of the Study

Based on the objectives and main findings of each research works under consideration, the review
tries to make a link between the theoretical and empirical reviews in light of the underlying themes
towards the provision of mobile banking services. Mobile banking offers customers the privilege
of performing many banking activities, such as account balance inquiry and bill payment, anytime
and anywhere (Tam and Oliveira 2016). Moreover, mobile banking services provided by banks are
usually safe, secure, and usually free of charge in most advanced countries (Shaikh and Karjaluoto
2015). The advantages of mobile banking are not limited to bank customers (Baabdullah et al.
2019). The diffusion of any technological innovation involves two distinct stages of initial
adoption and post-adoption (Zhou 2011), and application-based mobile banking is no exception
(Mohammadi 2015). The mobile banking initial adoption has received much attention from
academia (Shaikh and Karjaluoto 2015). Prior literature has provided evidence that task-
technology fit, perceived ease of use, initial trust, perceived usefulness, and effort expectancy are
among key determinates of an individual's decision in adoption and further use a mobile banking
service ( Baptista and Oliveira 2015;Gu et al. 2009;Laukkanen 2016;Lin 2011;Oliveira et al.
2014;Zhou et al. 2010).
Mosoti and Mwaura. (2014) conducted study to investigate on the factors influencing slow
adoption of agent banking services by customers as a financial inclusion tool by commercial banks
in Kenya. The study has found that costs charged due to use of Agent Banking services were high
this is because they were much higher compared to normal bank charges such as ATM charges.
Transport is also an issue for those areas where there is no wide network coverage, trustworthiness,
security of transacting, infrastructure challenges such as system and power failure and liquidity
concern were some of the challenges that contributed to the slow adoption of Agent Banking.
Afewerk (2015) also studded on “assessment of agency banking innovation in Ethiopia: barriers
and derivers”. The author used a quantitative research approach sent out to respondents which is

11
from the selected four banks. The finding of the study revealed that the main factors influencing
the adoption of agent banking in Ethiopia are the prospects of cost reduction, availing services
beyond restriction of space and time through established third party with the application of
technology. The benefits were also classified as Perceived Ease of Use and Perceived Usefulness.
In the conclusion The study recommended banks to consider technology based competition
focusing on customer base expansion, cost reduction, awareness creation, credibility, security, ease
of use, and availability to exploit the benefit of agency banking while the government should
support banking sector by facilitating sufficient ICT infrastructure development and issue
workable legal frameworks to ease the adoption of agency banking system.

2.4. Conceptual Framework of the Study

The conceptual framework indicates the vital process, which is useful to illustrate the track of the
study. The study demonstrates the relationship between the independent variables (Perceived Ease
of Use, Perceived Usefulness, Perceived Trust and Perceived Risk.) and Intention to Use CBE-Birr
mobile money service.

Figure 2.1: conceptual frame work of the study

Perceived Ease of Use

Perceived Usefulness

Perceived Trust Intention to Use CBE-

Birr mobile money
Perceived Risk

Source: Researcher own work (2020).

12
 CHAPTER THREE

RESEARCH METHODOLOGY

3.1 Introduction

The purpose of this chapter is to analyze the research problem systematically (following scientific
procedures). It may be understood as a science of studying how research is done scientifically.
This chapter included research approaches, research design, data type and source, sample size and
technique, data collection method, method of data analysis, and data validity and reliability.

3.2 Research Approach

The research approach in this study is quantitative in nature which involves the use of primary and
secondary data. In order to achieve the study objectives, the researcher have used a quantitative
research approach by using a primary data source. Quantitative approach uses statistical methods
in describing patterns of intention and generalizing findings from samples to population of interest,
and employs strategies of inquiry such as experiments and surveys (Creswell 2012).

3.3. Research Design

In order to answer the statement of the problem and meet the research objectives, the design of the
study was both descriptive and explanatory type. Descriptive research studies are those studies that
are concerned with describing the characteristics of a particular individual, or of a group. The main
characteristic of this method is that the researcher has no control over the variables; he/she can
only report what has happened or what is happening (Kothari, 2004). Descriptive design is a
technique used to organize and summarize a set of data in concise way helps to identify the general
features and trends in a set of data and extracting useful information and also it is very important in
conveying the final results of a study.

3.4. Target Population

The research has been conducted at Commercial Bank of Ethiopia, North, South, West and East
Addis Ababa Districts. The target population of the study comprised customers of Commercial

13
Bank of Ethiopia in Addis Ababa who are currently using mobile banking services. The number of
Mobile Banking users of Commercial Bank of Ethiopia, in Addis Ababa is more than 1,053,932 as
at Feb 2020 (M). Because it’s difficult to study the entire population from the districts of the
organization, it is important to select a sample.

3.5. Sampling Size and Techniques

3.5.1 Sample size

Since it is impossible to administer and conduct study for all populations in the entire Bank, so a
sample will be necessary. According to Kerlinger, (2003), a sample in a survey should represent at
least 30% of the target population.
Sekeran (1990) defines a sample as a portion of the population that has attributes as the entire
population. Because it’s difficult to study the entire population of the organization, it is important
to select a sample from the total populations.
The researcher has adopted a statistical formula to determine sample size developed by Daniel
(1999) as cited by Nating Winn Rush (2006), the researcher set its confidence level at 95% with
5% error term. Accordingly, using a Z score value of 1.96 at this confidence level, the following
sample has been drawn.
n= Z2 * P (1-P)
d2
Where: n= sample size
Z= z-statistic for the level of confidence
P= expected prevalence or proportion (in proportion of 20% p=0.2)
d = precision (in proportion of one 5% d= 0.05)
n = 1.962(2) (1-0.2) = 246
0.052
After determining a sample size of 246, the samples from each district has been taken in proportion
to their CBE birr customers as of Feb, 2020.

14
 TABLE 3.1:Proportional distribution of questionnaires
No Name of District No of CBE Percentage No of questionnaire
users(U) proportion(P)
1 North Addis Ababa 155245 155245/1053932 *246 36.24
2 South Addis Ababa 220472 220472/1053932 *246 51.46
3 East Addis Ababa 529017 529017/1053932 *246 123.48
4 West Addis Ababa 149198 149198/1053932 *246 34.84
Total 105,3932 246
Source: Annual Report (2019/20)
Within 15ditricts four districts has taken, with in four districts 500 branches has taken from Addiss
Ababa and only 100 branches customers has selected by systematic sample method as follows:

CBE

4 15
Districts Districts

500 Branches 100

Branches

246
customers

Figure 3.1. :Proportional distribution of questionnaires

15
3.5.2 Sampling Techniques
The researcher has used multistage random sampling techniques for questionnaires. It helps the
researcher to select sample from different departments to give equal chances for all departments
and obtained relevant information related to motivation.

3.6 Data type and Source

This study has used both primary and secondary data type. Primary data was collected through
survey method. The researcher conducts survey, he observes some quantitative measurements, or
the data, with the help of which he examines the truth contained in his hypothesis Kothari, (2004).
Primary data has been collected through interview and questionnaire (both open ended and close
ended) because; they will meet the purpose of the research. Secondary data has obtained from
reviewing of different book, journals, archived research and document.

3.7 Data Collection Methods

The necessary primary and secondary data has collected to achieve the objective of the study. In
order to gather the primary data, the study has used both questionnaires and interview.
Questionnaires, as a technique is mostly used in social surveys to collect standardized data form a
large number of people and it employ a five figure Liker scale that range from strongly agree to
strongly disagree for the selected sample.

16
3.8 Methods of Data Analysis and Interpretation

To meet the research objectives, data collected from structured questionnaire has analyzed using
statistics tool: tabulation, frequency distribution, and percentage to increase understanding and
facilitate easy comparison of the data collected from the survey. Descriptive statistics, which
include frequencies, percentages, means, and standard deviations, has presented the main
characteristics of the sample. Also inferential statistics: t-test and ANOVA has used to present the
relationship between independent variables (perceived trust, perceived usefulness, Ease of use, and
awareness) and dependent variables (Customers' Intention to use CBE- BIRR). Major findings has
interpreted based on the result and the collected data which processed with the help of SPSS
software package (version 24) and this is due to the fact that the software package can reduce time
cost and reduces the researcher’s burden. Qualitative data collected by interviews has been
analyzed by thematic analysis which consist identifying, coding, and categorizing patterns or
themes found in the data.

3.9 Validity and Reliability of the Instruments

In order to ensure the quality of the research design, content and construct validity of the study has
checked. According to Kothari (2004) Content validity is the extent to which a measuring
instrument provides adequate coverage of the topic under study. Reliability is that individuals
should receive a similar score each time they use the measuring instrument Jackson, (2010).The
Cronbach’s alpha has calculated for all dependent variables (Customers' Intention to use CBE-
BIRR) and independent variables (perceived trust, perceived usefulness, Ease of use, and
awareness). According to Uma Sekaran (2005), if the alpha value is less than .6, the instrument
used has a low reliability which opens for some errors. If the alpha value is within .7, the
instrument has acceptable.

TABLE 3.2: The Cronbach’s Alpha of the Items

Cronbach's Alpha N of Items

Variables .829 25
Source: Survey 2020

17
 CHAPTER FOUR

DATA PRESENTATION, ANALYSIS AND INTERPRETATION

4.1 Introduction
Under this section the data collected from respondents were presented and analysis was made
based on the collected primary and secondary data through questionnaires and Interviews.

4.2 Response Rate

The questionnaires were distributed to a total of 246 respondents. Among them 222 (90.24%) were
returned back. Out of distributed questionnaires 24(9.76%) questionnaires were not returned back.
The questionnaires include the direct question to assess factors affecting the intention to use
mobile money. Each questionnaire was accompanied by a further covering letter explaining the
purpose of the study to the prospective respondent.

General instructions on completing the questionnaire and the importance of completing all
questions were included. The covering letter also explained why it is important that the respondent
personally complete the questionnaire. To measure the reliability, the instruments used Cronbach’s
alpha.

No Respondents Category Frequency Percentage

1 Responded 222 90.24%
2 Didn’t respond 24 9.76%

Source: Researcher computation

18
4.3 Demographic characteristic of Respondents

TABLE 4.1: What is your Gender?

Cumulative
Frequency Percent Valid Percent Percent
Valid Male 172 77.5 77.5 77.5
Female 50 22.5 22.5 22.5
Total 222 100.0 100.0 100.0
Source: Survey (2020)
The gender of majority of respondents as shown table 4.1 is male (77.5) whereas, 22.5 percent of
respondents are Females. Hence most of users of CBE Birr are male the CBE should reevaluate its
own users gender and must improve the gender equality.

TABLE 4.2: Which of the following Age categories describes you?

Frequency Percent Valid PercentCumulative Percent
Valid Under 25 19 8.6 8.6 8.6
25-35 years 76 34.2 34.2 42.8
35-55 years 20 9.0 9.0 51.8
Above 55 years 107 48.2 48.2 100
Total 222 100.0 100.0
Source: Survey (2020)

The majority of respondents’ age was above 55 years old, which represents 107 (48.2%) of the total
sample. Moreover, the remaining 76(34.2%) respondents were between 25-35 years category, 20 (9%)
respondents are 35-55 and 19(8.6%) respondents indicates below 25 years old.

19
 TABLE 4.3: Educational Qualification
FrequencyPercent Valid Percent Cumulative Percent
ValidCollege Diploma 42 18.9 18.9 18.9
BA/BSc Degree 76 34.2 34.2 53.2
Master’s Degree 27 12.2 12.2 65.3
Other 75 34.7 34.7 100
Total 222 100.0 100.0
Source: Survey (2020)

In addition to this, respondents were asked about their educational Qualification. Accordingly, the
majority of the respondents (384.7%) were selected other means they were no has formal education
and only 34.2% of the respondents were selected BA Degree. That means most of CBE customers in
Addis Ababa district have higher educational qualification.

Figure 4.1: How long have you used CBE -Birr?

Sales

Greater than 2
years,10%

Less than 1
years,47%

1-2 years ,43%

Source: Survey 2020

According to figure 4.1, majority (47%) of respondents have used CBE -Birr for less than one
years, whereas 43% of them has used from 1-2 years and the remaining (10% ) of them has used
CBE - Birr for greater than two years.

20
 TABLE 4.4: Customer Type
FrequencyPercent Valid Percent Cumulative Percent
Valid Individual 207 93.2 93.2 93.2
Organization 15 6.8 6.8 6.8
Total 222 100.0 100.0 100.0
Source: Survey (2020)
With regard to customer type as shown in table 4.6 above 93.2 percent of the sample respondents
replied that they are individual customers. On the other hand 6.8 percent of the respondents replied that
they are organization.

4.4 Factors affecting the intention to use mobile money (CBE Birr) in
Commercial bank of Ethiopia, Addis Ababa.

According to the survey result, Factors affecting the intention to use mobile money are identified
and discussed as follows.

4.4.1 Experience of Using Mobile Phone

TABLE 4.5: Customers have using mobile phone for a long time

Mean 2.25
Median 2.00
Std. Deviation .916

Customers have using mobile phone for a long time

FrequencyPercent Valid Percent Cumulative Percent
ValidStrongly disagree (SD) 52 23.4 23.4 23.4
Disagree (DA) 83 37.4 37.4 60.8
Neutral (N) 67 30.2 30.2 91.0
Agree (A) 20 9.0 9.0 100
Total 222 100.0 100.0
Source: Survey (2020)

21
The next question that the respondents answered is “I have been using mobile phone for a long time”
and according to the survey result, majority of respondents (37.4%) have been disagreed with the
statement, 30% of them responded neutral and 23.4% of them strongly disagreed with the
statement.
4.4.2 Perceived Ease of Use

TABLE 4.6: Using CBE-Birr would enable Customers to accomplish my tasks more
quickly.
Mean 2.51
Median 3.00
Std. Deviation .855
Source: Survey (2020)
Using CBE-Birr would enable Customers to accomplish my tasks more quickly.
FrequencyPercent Valid Percent Cumulative Percent
ValidStrongly disagree (SD) 28 12.6 12.6 12.6
Disagree (DA) 77 34.7 34.7 47.3
Neutral (N) 92 41.4 41.4 88.7
Agree (A) 25 11.3 11.3 100.0
Total 222 100.0 100.0
Source: Survey 2020
The next statement that the respondents answered is “Using CBE-Birr would enable me to
accomplish my tasks more quickly” and according to the survey result, majority of
respondents(41.4%) have been responded neutral with the statement, 34.7% of them responded
disagree and 12.6% of them strongly dis agreed with the statement.
TABLE 4.7: The registration procedures are easy for Customers

Mean 2.23
Median 2.00
Std. Deviation 1.096

22
 The registration procedures are easy for Customers
Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree (SD) 73 32.9 32.9 32.9
Disagree (DA) 65 29.3 29.3 62.2
Neutral (N) 44 19.8 19.8 82.0
Agree (A) 40 18.0 18.0 100
Total 222 100.0 100.0
Source: Survey (2020)
The next statement that the respondents answered is “The registration procedures are easy for me”
and according to the survey result, majority of respondents(32.9%) have been responded strongly
disagreed with the statement, 29.3% of them responded disagree and 19.8% of them neutral with
the statement.

TABLE 4.8: The interface with CBE-Birr mobile money is user friendly

Mean 2.55
Median 2.50
Std. Deviation .959

The interface with CBE-Birr mobile money is user friendly

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree (SD) 32 14.4 14.4 14.4
Disagree (DA) 79 35.6 35.6 50.0
Neutral (N) 69 31.1 31.1 81.1
Agree (A) 42 18.9 18.9 100
Total 222 100.0 100.0
Source: Survey (2020)

23
The next statement that the respondents answered is “The interface with CBE- Birr mobile money is
user friendly” and according to the survey result, majority of respondents (35.6%) have been
disagreed with the statement, 31.1% of them responded neutral and 18.9% of them agreed with the
statement.

TABLE 4.9: It is easy for customer to become skillful at using CBE-Birr mobile money

Mean 4.65
Median 5.00
Std. Deviation 1.966

It is easy for Customers to become skillful at using CBE-Birr mobile money service
Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree (SD) 20 9.0 9.0 9.0
Disagree (DA) 22 9.9 9.9 18.9
Neutral (N) 26 11.7 11.7 30.6
Agree (A) 58 26.1 26.1 42.3
Strongly agree (SA) 44 19.8 19.8 100
Total 222 100.0 100.0
Source: Survey (2020)

The next statement that the respondents answered is “It is easy for me to become skillful at using
CBE-Birr mobile money service” and according to the survey result, majority of respondents
(26.1%) have been agreed with the statement, 19.8% of them strongly agreed and 11.7% of them
responded neutral for the statement.

24
4.4.3 Perceived Usefulness

TABLE 4.10: CBE-Birr mobile money is useful way of makingpayment

Mean 2.50
Median 2.00
Std. Deviation 1.121

CBE-Birr mobile money is useful way of making payment

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree (SD) 48 21.6 21.6 21.6
Disagree (DA) 77 34.7 34.7 56.3
Neutral (N) 34 15.3 15.3 71.6
Agree (A) 63 28.4 28.4 100
Total 222 100.0 100.0
Source: Survey (2020)
Respondents were asked about CBE-Birr mobile money is useful way of making payment (table
4.10) around 34.7 % of the respondents disagreed. In addition to this, 28.4% of respondents were
agreed. Whereas, 21.6% of respondents were strongly disagreed about its usefulness

TABLE 4.11: CBE - Birr Mobile money service helps save time
Mean 1.77

Median 2.00

Std. Deviation .728

25
 CBE - Birr Mobile money service helps save time
FrequencyPercent Valid Percent Cumulative Percent
ValidStrongly disagree (SD) 90 40.5 40.5 40.5
Disagree (DA) 93 41.9 41.9 82.4
Neutral (N) 39 17.6 17.6 100
Total 222 100.0 100.0
Source: Survey (2020)
Respondents were asked about CBE - Birr Mobile money service helps save time (table 4.11)
around 41.9 % of the respondents disagreed. In addition to this, 40.5% of respondents were
strongly dis agreed. Whereas, 17.6% of respondents were neutral about mobile money service
helps save time.

TABLE 4.12: CBE-Birr is more convenient and accessible.

Mean 2.27
Median 2.00
Std. Deviation .805

CBE-Birr is more convenient and accessible.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree (SD) 29 13.1 13.1 13.1
Disagree (DA) 126 56.8 56.8 69.8
Neutral (N) 46 20.7 20.7 90.5
Agree (A) 21 9.5 9.5 100.0
Total 222 100.0 100.0
Source: Survey (2020)
Respondents were asked about CBE-Birr is more convenient and accessible (table 4.12) around
56.8 % of the respondents disagreed. In addition to this, 20.7% of respondents were responded
neutral. Out of total 13.1% of respondents were strongly disagreed about convenient and
accessible.

26
 TABLE 4.13: CBE - BIRR mobile money service would outweigh the disadvantages
Mean 3.10
Median 3.00
Std. Deviation .999

CBE - BIRR mobile money service would outweigh the disadvantages

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree (SD) 13 5.9 5.9 5.9
Disagree (DA) 61 27.5 27.5 33.3
Neutral (N) 38 17.1 17.1 50.5
Agree (A) 110 49.5 49.5 100.0
Total 222 100.0 100.0
Source: Survey (2020)
Respondents were asked about CBE - BIRR mobile money service would outweigh the
disadvantages (table 4.13) around 49.5 % of the respondents agreed. In addition to this, 27.5% of
respondents were disagreed, whereas, 17.1% of respondents were neutral about it.

4.4.4 Perceived Trust

TABLE 4.14: In using CBE - Birr, Customers believe that my transactions are secured.
Mean 3.06

Median 3.00

Std. Deviation 1.120

27
 In using CBE - Birr, Customers believe that my transactions are secured.
FrequencyPercent Valid Percent Cumulative Percent
ValidStrongly disagree (SD) 29 13.1 13.1 13.1
Disagree (DA) 32 14.4 14.4 27.5
Neutral (N) 70 31.5 31.5 59.0
Agree (A) 78 35.1 35.1 94.1
Strongly agree (SA) 13 5.9 5.9 100.0
Total 222 100.0 100.0
Source: Survey (2020)

TABLE 4.15: In using CBE - Birr, Customers believe that my privacy is secured.
Mean 2.79
Median 3.00
Std. Deviation .744

FrequencyPercent Valid Percent Cumulative Percent

ValidDisagree (DA) 89 40.1 40.1 40.1
Neutral (N) 90 40.5 40.5 80.6
Agree (A) 43 19.4 19.4 100
Total 222 100.0 100.0
Source: Survey (2020)

TABLE 4.16:In using mobile banking, Customers information is kept confidential

Mean 2.95
Median 3.00
Std. Deviation .795

In using mobile banking, Customers information is kept confidential

28
 Cumulative
Frequency Percent Valid Percent Percent
Valid Disagree (DA) 64 28.8 28.8 28.8
Neutral (N) 115 51.8 51.8 80.6
Agree (A) 32 14.4 14.4 95.0
Strongly agree (SA) 11 5.0 5.0 100
Total 222 100.0 100.0
Source: Survey (2020)

TABLE 4.17:Customers have well aware of the existence of CBE - Birr services.
Mean 3.69
Median 4.00
Std. Deviation .671

Customers have well aware of the existence of CBE - Birr services.

Cumulative
Frequency Percent Valid Percent Percent
Valid Neutral (N) 95 42.8 42.8 42.8
Agree (A) 101 45.5 45.5 88.3
Strongly agree (SA) 26 11.7 11.7 100
Total 222 100.0 100.0
Source: Survey (2020)
To measure the attitude of respondents with regard to Perceived Trust, the respondents were asked
four questions using five-point Likert scale.
For the first question table4.14 (In using CBE - Birr, I believe that my transactions are secured.)
(35.1%) of them agree with the statement and of the respondent, (31.5%), are responding neutral with
the statement
For the second question table 4.15 (In using CBE - Birr, I believe that my privacy is secured.)
(40.5%) of them disagree with the statement and of the respondent, (40.1%), are strongly disagreeing
with the statement.

29
For the third question 4.16 (In using mobile banking, my information is kept confidential) (51.8%)
of them were neutral with the statement and of the respondent, (28.8%), are dis agree with the
statement.
For the fourth question 4.17 (I am well aware of the existence of CBE - Birr services.) (45.5%) of
them agree with the statement and of the respondent, (42.8%), are neutral with the statement.

4.4.5 Perceived Risk

TABLE 4.18:If Customers lose their mobile phone, they will not lose my money as well
Mean 3.46
Median 3.00
Std. Deviation .656

If Customers lose their mobile phone, they will not lose my money as well
Cumulative
Frequency Percent Valid Percent Percent
Valid Neutral (N) 140 63.1 63.1 63.1
Agree (A) 62 27.9 27.9 91.0
Strongly agree (SA) 20 9.0 9.0 100.0
Total 222 100.0 100.0
Source: Survey (2020)

TABLE 4.19:If there is a network problem, Customers transactions will be affected

Mean 2.15
Median 2.00
Std. Deviation .673

If there is a network problem, my transactions will be affected

Cumulative
Frequency Percent Valid Percent Percent

30
 Valid Strongly disagree (SD) 26 11.7 11.7 11.7
Disagree (DA) 147 66.2 66.2 77.9
Neutral (N) 39 17.6 17.6 95.5
Agree (A) 10 4.5 4.5 100
Total 222 100.0 100.0
Source: Survey (2020)

TABLE 4.20:It is difficult for Customers money to be stolen if using CBE-Birr mobile money
service
Mean 2.87
Median 3.00
Std. Deviation .786

Cumulative
Frequency Percent Valid Percent Percent
Valid Disagree (DA) 84 37.8 37.8 37.8
Neutral (N) 82 36.9 36.9 74.8
Agree (A) 56 25.2 25.2 100
Total 222 100.0 100.0
Source: Survey (2020)

TABLE 4.21:There is a low risk of other people tampering with my personal information during
the transaction
Mean 2.95
Median 3.00
Std. Deviation .650

31
 There is a low risk of other people tampering with my personal information during the
transaction
Frequency Percent Valid Percent Cumulative Percent
Valid Disagree (DA) 53 23.9 23.9 23.9
Neutral (N) 128 57.7 57.7 81.5
Agree (A) 41 18.5 18.5 100
Total 222 100.0 100.0
Source: Survey (2020)
To measure the attitude of respondents with regard to Perceived Risk, the respondents were asked four
questions using five-point Likert scale.
For the first question table 4.18 (If I lose my mobile phone, I will not lose my money as well. )
(63.1%) of them respond neutral with the statement and of the respondent, (77.9%), are agreeing with
the statement.
For the second question table 4.19 (If there is a network problem, my transactions will be affected. )
(66.2%) of them disagree with the statement and of the respondent, (17.6%), where neutral with the
statement.
For the third question 4.20 (It is difficult for my money to be stolen if using CBE-Birr mobile
money service) (37.9%) of them were disagreed with the statement and of the respondent, (36.9%)
where respond neutral with the statement.
For the fourth question 4.21 (There is a low risk of other people tampering with my personal
information during the transaction) (57.7%) of them respond neutral with the statement and of the
respondent, (23.9%), where dis agree with the statement.

4.4.6 Intention to Use CBE-Birr mobile money service

TABLE 4.22:Customers intend to continue to use CBE-Birr mobile money service

Mean 3.50
Median 3.00
Std. Deviation .629

32
 Customers intend to continue to use CBE-Birr mobile money service
FrequencyPercent Valid Percent Cumulative Percent
Valid Disagree (DA) 1 .5 .5 .5
Neutral (N) 124 55.9 55.9 56.3
Agree (A) 82 36.9 36.9 93.2
Strongly agree (SA) 15 6.8 6.8 100
Total 222 100.0 100.0
Source: Survey (2020)

TABLE 4.23:Customers intend recommending CBE-Birr mobile money service to others

Mean 2.57
Median 3.00
Std. Deviation .688

Customers intend recommending CBE-Birr mobile money service to others

FrequencyPercent Valid Percent Cumulative Percent
ValidStrongly disagree (SD) 15 6.8 6.8 6.8
Disagree (DA) 76 34.2 34.2 41.0
Neutral (N) 121 54.5 54.5 95.5
Agree (A) 10 4.5 4.5 100.0
Total 222 100.0 100.0
Source: Survey (2020)

TABLE 4.24:I enjoy using all available CBE-Birr mobile money services
Mean 1.89
Median 2.00
Std. Deviation .901

33
 I enjoy using all available CBE-Birr mobile money services.
FrequencyPercent Valid Percent Cumulative Percent
ValidStrongly disagree (SD) 85 38.3 38.3 38.3
Disagree (DA) 94 42.3 42.3 80.6
Neutral (N) 25 11.3 11.3 91.9
Agree (A) 18 8.1 8.1 100.0
Total 222 100.0 100.0
Source: Survey (2020)

TABLE 4.25:My CBE-Birr menu is very easy to understand.

Mean 1.62
Median 1.00
Std. Deviation .785

My CBE-Birr menu is very easy to understand.

FrequencyPercent Valid Percent Cumulative Percent
ValidStrongly disagree (SD) 116 52.3 52.3 52.3
Disagree (DA) 84 37.8 37.8 90.1
Neutral (N) 12 5.4 5.4 95.5
Agree (A) 10 4.5 4.5 100.0
Total 222 100.0 100.0
Source: Survey (2020)
To measure the attitude of respondents with regard to Intention to Use CBE-Birr mobile money
service, the respondents were asked four questions using five-point Likert scale.
For the first question table 4.22, I intend to continue to use CBE-Birr mobile money service (55.9%)
of them respond neutral with the statement and of the respondent, (36.9%), are agree with the
statement.
For the second question table 4.23, I intend recommending CBE-Birr mobile money service to
others (54.5%) of them where respond neutral for the statement and of the respondent, (34.2%), where
dis agree with the statement.

34
For the third question 4.24, I enjoy using all available CBE-Birr mobile money services (42.3%) of
them were disagreed with the statement and of the respondent, (38.3%) of them where strongly
disagree with the statement. For the fourth question 4.25, My CBE-Birr menu is very easy to
understand (52.3%) of them strongly disagree with the statement and of the respondent, (37.8%),
where dis agree with the statement.
4.5 Relationship between Experience of Using Mobile Phone, and Variables

To describe relationship between Variables and Intention to Use CBE-Birr mobile money service,
the researcher has been used correlation analysis statistical technique, because this method
indicates whether items share something in common with each other. Pearson correlation analysis
shows as follows:

TABLE 4.26: COEFFICIENT RANGE

Coefficient Range Strength
±0.91 to ±1.00 Very poor/ very strong
±0.71 to ±0.90 Poor /high
±0.41 to ±0.70 Fair /moderate
±0.21 to ± 0.40 Well /small but definite relationship
±0.00 to ±0.20 Very well/ high relationship

TABLE 4.27:RELATIONSHIPS BETWEEN ITEMS

Items Pearson (r ) Level of significance ( P)
Experience of Using Mobile Phone .140 .143
Perceived Ease of Use -.100 .299
Perceived Usefulness .203 .033
Perceived Trust .250 .043
Perceived Risk .120 .120
*. Correlation is significant at the 0.05 level (2-tailed)

Source: (Survey 2020)

35
Table above shows the result of correlation analysis with(r = .140 p=.143) Experience of Using
Mobile Phone. This indicates there is significant relationship between Experience of Using Mobile
Phone and Intention to Use CBE-Birr mobile money service. The result of correlation analysis
with (r = -.100 p= .299) is significant relationship between Perceived ease of use and Intention to
Use CBE-Birr mobile money service. This shows that Perceived ease of use highly affected by
Intention to Use CBE-Birr. Table above shows (r = .203p= .033) is significant relationship
between Perceived Usefulness and Intention to Use CBE-Birr mobile money services.

4.6 Effects of respondents profile on Intention to Use CBE-Birr

mobile money service
In these section the relation between Intention to Use CBE-Birr mobile money services and
respondent’s profile (sex, age group, qualification experiences and customer type) are analyzed
using t-test and one way ANOVA inferential statistics tools.

TABLE 4.28: Relation between Intention to Use CBE-Birr mobile money service and Gender of
respondents
Levene's Test for Equality of Variances
F Sig. t df Sig. (2-tailed)
Equal variances assumed 0.816 0.367 -1.001 220 0.318
Equal variances not assumed -1.021 82.173 0.310

Source: (Survey 2020)

The relationship between Intention to Use CBE-Birr mobile money services and Gender of
respondent is presented with the help of t-test on above table 4.28. The result shows (F= .816, P =
.318). Which illustrates there is Frequency relationship between Intention to Use CBE-Birr mobile
money services and sex group of the Employees.

36
 TABLE 4.29: Relation between Intention to Use CBE-Birr mobile money service and Age of
respondents
Sum of Squares df Mean Square F Sig.

Between Groups 5.849 3 1.950 .368 0.072

Within Groups 179.525 218 0.824

Total 185.374 221

Source: (Survey 2020)

The relationship between Intention to Use CBE-Birr mobile money services and age of
respondents is presented with the help of one-way ANOVA on table 4.30. The result shows
(F=.368, P =.0.072). Which illustrates there is Frequency significant relationship between Intention
to Use CBE-Birr mobile money services and age group of the employees.

TABLE 4.30: Relation between Intention to Use CBE-Birr mobile money service and education
of respondents
Sum of Squares df Mean Square F Sig.

Between Groups 10.101 4 2.525 .126 0.016

Within Groups 175.273 217 0.808

Total 136.216 221

Source: (Survey 2020)

The relationship between Intention to Use CBE-Birr mobile money service and educational
qualification of employees is presented with the help of one-way ANOVA on table 4.31. The result
shows (F= .126, P =.016). Which illustrates there is significant relationship between Intention to
Use CBE-Birr mobile money service and educational qualification of the respondents.

37
TABLE 4.31: Relation between Intention to Use CBE-Birr mobile money service and duration of
using CBE Birr
Sum of Squares df Mean Square F Sig.

Between Groups 10.837 2 5.419 .799 0.001

Within Groups 174.537 219 0.797

Total 136.216 221

Source: (Survey 2020)

The relationship between Intention to Use CBE-Birr mobile money services and year using CBE
Birr is presented with the help of one-way ANOVA on table 4.32. The result shows (F=.799,
P=.0.001). Which illustrates there is Frequency relationship between Intention to Use CBE-Birr
mobile money services and year of using CBE Birr.

TABLE 4.32: Relation between Intention to Use CBE-Birr mobile money service and customer
type
Sum of Squares df Mean Square F Sig.

Between Groups 0.771 1 0.771 0.919 0.339

Within Groups 184.603 220 0.839

Total 136.216 221

Source: (Survey 2020)

The relationship between Intention to Use CBE-Birr mobile money services and customer type is
presented with the help of one-way ANOVA on table 4.33. The result shows (F= .919,
P=.339).Which illustrates there is Frequency relationship between Intention to Use CBE-Birr
mobile money services and customer type.

4.7 Effects of Variables on the Intention to Use CBE-Birr mobile money service

The general objective of this study is assessing Intention to Use CBE-Birr mobile money service in
case of Commercial Bank of Ethiopia.

38
The Intention to Use CBE-Birr mobile money service was measured by four variables. It is found
that the mean score of all variables is range between 2.27 -3.391. This indicates that respondent’s
perception with four items is at low level on five-point scale.

To identify the dominant one among items those have high relationship with Intention to Use
CBE-Birr mobile money service the following multiple regression models has used.

TABLE 4.33: Model Summary

Std. Error of the
Model R R Square Adjusted R Square Estimate
1 .561a .315 .222 1.060
a. Predictors: (Constant), Perceived Ease of Use, Perceived Usefulness, Perceived Trust and
Perceived Risk.
b. Dependent Variable:Intention to Use CBE-Birr
Source: (Survey 2020)
The model summary of the multiple regression as shown in table 4.34 the value R=0.222 (22.2%)
of four variables. The result of variance in dependent variable (R square = 32%) has been
significantly explained by independent variables.

TABLE 4.34:ANOVAa
Model Sum of Squares Df Mean Square F Sig.
1 Regression 75.821 20 3.791 3.377 .000b
Residual 165.030 147 1.123
Total 240.851 167
a. Dependent Variable: Intention to Use CBE-Birr
b. Predictors: (Constant), Perceived Ease of Use, Perceived Usefulness, Perceived Trust and
Perceived Risk.
The result of table 4.35 shows that the predictor is significantly related to Intention to Use CBE-
Birr. The model in this study reaches statistically significance of 0.000 (p<0.01).

39
 TABLE 4.35: COEFFICIENTSa

Un standardized Standardized
Coefficients Coefficients
Model B Std. Error Beta t Sig.
(Constant) 0.012 0.555 0.022 0.983
Perceived Ease of Use 0.009 .078 -0.001 0.111 0.053

Perceived Usefulness, 0.327 .067 0.302 3.638 0.961

Perceived Trust 0.155 .073 0.147 1.403 0.018
Perceived Risk 0.227 .052 0.186 1.841 0.168
a. Dependent Item: Intention to Use CBE-Birr
mobile money service
Source: (Survey 2020)
The model summary of the multiple regression as shown in table 4.19 the value R=0.299 (29.9%)
of three Items. The result of variance in Items (R square = 9%) has been significantly explained by
other items. The result of table 4.20 shows that the predictor (Perceived Ease of Use, Perceived
Usefulness, Perceived Trust and Perceived Risk.) are insignificantly related to l Intention to Use
CBE-Birr mobile money service. The mode in this study reaches statistically insignificance of
0.019 (p>0.01). The overall Beta value of Items of Intention to Use CBE-Birr mobile money
service has summarized on above table. The Beta value for Perceived Ease of Use (-0.047) and
Perceived Trust (0.187), this means both of them are the dominant items influencing the Intention
to Use CBE-Birr mobile money service in CBE. Based on finding the multiple regression result
shows there is positive relationship between Intention to Use CBE-Birr mobile money service and
Perceived Usefulness,,Perceived Trust and Perceived Risk.

The overall Beta value of variables of Intention to Use CBE-Birr has summarized in table 4.35.
The Beta value for Perceived Ease of Use -0.001) and Trust (0.147), this means Perceived Ease of
Use and Trust are the dominant factors influencing the Intention to Use CBE-Birr than Usefulness
(0.302), and Risk (0.186).the perceived usefulness and risk are the dominant factors of Intention to
Use CBE-Birr mobile money service in CBE.

Summary of the interview response: Majority of managers said that, Transactions through mobile
banking depend on the features of the mobile banking app provided and typically includes

40
obtaining account balances and lists of latest transactions, electronic bill payments, remote check
deposits, and funds transfers between a customer's or another's accounts.

Why do you prefer mobile banking rather than manual banking? Majority of managers said that,for
people who travel a lot and want to be able to do all of their banking activities on their phone,
mobile banking is a great solution. Opening an account through an online bank is also far faster
than traditional banks. ... Mobile banking also offers users a lot more control.

What Challenges you faced to adopt mobile banking services in CBE?Majority of managers said
that,Customer awareness, Due to lack of knowledge and awareness about mobile banking is also a
reason for distrust in mobile banking services and it is also another reason for risk and security
issue in mobile banking because this is new technology in banking and financial system so all
banking customer are not aware about it.

What is existing opportunities for improving the CBE-Birr banking services? Majority of
managers said that, Build Customer-Focused Products Mobile banking and digital services offer a
great opportunity for banks to reduce operational costs, but they should always be designed with a
consumer-first mindset. To ship products that put the customer first, you need to truly understand
who your end users are.

What Benefits has CBE realized from the CBE-Birr mobile banking service? Majority of managers
said that,with the help of Mobile, Banking user can transfer funds, and pay bills, checking account
balance, study your recent transaction, block your ATM card, etc. Mobile Banking is cost-
effective, and Banks offer this service at less cost to the customers

What is Advantages and Limitations of CBE-Birr Birr mobile banking service? Majority of
managers said that,Mobile banking is said to be even more secure than online/internet banking.
Disadvantages, mobile banking users are at risk of receiving fake SMS messages and scams. The
loss of a person's mobile device often means that criminals can gain access to your mobile banking
PIN and other sensitive information.

41
 CHAPTER FIVE

SUMMARY OF FINDING, CONCLUSION AND RECCOMMENDATION

Summary of findings, conclusion, recommendations, and future research direction have included
in this section.

5.1 Summary of Finding

The factors affecting Intention to Use CBE-Birr mobile money service in case of Selected
Branches of Commercial Bank of Ethiopia has been assessed in this research. Correlation research
has been done using primary and secondary sources of data. The collected data has been analyzed
using descriptive and inferential statistical techniques.

According to analysis, findings and interpretations made in chapter Four, the major findings of the
study are summarized as follows:

Investigating the factors affecting Intention to Use CBE-Birr mobile money service in the case of
commercial bank of Ethiopia is the central objective of this research. Finding of the study shows
mean value of all items range 2.97 - 3.913.

The study looked at the following factors when studying internal influence Gender, Age, education
level, year of using CBE-Birr, and customer type. The study revealed that there was a significant
relationship between demographic information and Intention to Use CBE-Birr mobile money
service.

During analysis of Perceived Ease of Use: I can accomplish my task Using CBE-Birr, The
registration procedures are easy for me, The interface with CBE-Birr mobile money is user
friendly, and CBE Birr mobile money service is easy to me to become skill full. According to the
findings most of the respondents agree CBE Birr mobile money service is easy to me to become
skill full.

42
The study examined the following features for Perceived Usefulness: CBE-Birr mobile money is
useful way of making payment, CBE - Birr Mobile money service helps save time, CBE-Birr is
more convenient and accessible, and CBE - BIRR mobile money service would outweigh the
disadvantages. Respondents were agreed with CBE - BIRR mobile money service would outweigh
the disadvantages with high mean scored value.

According to the findings most of the respondents agree that the Intention to Use CBE-Birr mobile
money service is influenced by Perceived Trust and Perceived Risk.

For general speaking, some respondents were not happy about the results of their Intention to Use
CBE-Birr mobile money service, the bank were good in doing job on mobile money analysis,
whereas Developing comprehensive mobile money service Strategies and Promoting positive
workforce attitudes towards CBE-Birr were key challenges that hindered the intention to Use
CBE-Birr mobile money service.

43
5.2 Conclusion

The purpose of this study was to investigate the factors affecting Intention to Use CBE-Birr mobile
money service in the case of commercial bank of Ethiopia, the following at the conclusions made
based on the findings and discussions. The study concluded that, CBE has independent E payment
service department which implement digital banking service to improve customers intention to use
mobile banking and most of respondents agreed by the availability of the service.
According to the survey result Establish trusted relationship with the Agents, High cost of
advertisement to create customer awareness, resistance to changes in technology by the society,
Limitation in building effective agent network and Lack of reliable customer support service are the
main Factors for Intention to Use CBE-Birr mobile money service in the case of commercial bank
of Ethiopia.

The result further revealed lack of customer awareness, customer lack of confidence with the security
aspects Product Image in the Society and Limitation in availability and quality of infrastructure are the
other factors affecting Intention to Use CBE-Birr mobile money service in commercial bank of
Ethiopia.

44
5.3 Recommendations
Based on the finding derived and conclusions drawn from this study, the following
recommendations are forwarded for CBE, and for the future researchers of related studies, with the
hope that the implementation would reduce the problem identified.

For CBE:

 To improve the benefits of mobile banking services CBE should strongly work on making the
service ease.
 CBE should improve the customer’s confidence and decision on the system security.
 CBE should also work to the extent of offering better and reliable security by encryption
information to protect their customer’s privacy.
 In order to make simple the service, CBE should be available with voice or other channel to
illiterate customers who can’t read and write.

45
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Porteous, D.(2006). The Enabling Environment for Mobile Banking in Africa. London: DFID.

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 APPENDIXES I

ADDIS ABABA UNIVERSITY

COLLEGE OF BUSINESS AND ECONOMICS

MBA PROGRAM

QUESTIONNAIRE TO BE FILLED BY CUSTOMERS OF COMMERCIAL

BANK OF ETHIOPIA

Dear Respondents:

I am currently in the process of writing my research for the completion of a Master’s degree in
Business Administration (MBA) under the support of the Addis Ababa University, College Of
Business And Economics.

The purpose of this questionnaire is to assess factors affecting the intention to use mobile
money (CBE Birr) in Commercial bank of Ethiopia, Addis Ababa. It will be appreciated if you
could answer all the questions in the attached questionnaire. The questions relate to factors
affecting the intention to use mobile money (CBE Birr). I would like to thank you in advance for
your cooperation and for scarifying your valuable time. By not placing your name on the
questionnaire your responses are kept anonymous and no one will be able to identify you as a
respondent in this study.

Thank you in advance for your participation

ix
Part I: Basic Demographic Information

Instruction: Please indicate your responses by ticking one of response option.

1. What is your Gender?

A. Male B. Female

2. Which of the following Age categories describes you?

A. Under 25 C. 35-55 years
B. 25-35 years D. Above 55 years

3. Educational Qualification:
A .College Diploma C. Master’s Degree
B .BA/BSc Degree D. Other _________

4. How long have you used CBE -Birr?

A. Less than 1 years C. above 3 years
B. From 1-2 years

5. Customer type:
A. Individual B. Organization

x
Part II: Questionnaires to assess factors affecting the intention to use mobile
money (CBE Birr) in Commercial bank of Ethiopia, Addis Ababa.

Instructions: Now please tell me how you feel and think about mobile money (CBE Birr). Put a
“√” in the appropriate box/ alternative that best describes your level of agreement or disagreement
regarding use of mobile money (CBE Birr) for the following statement. Each choice is identified
by numbers ranged from 1 to 5.

1 2 3 4 5
Strongly disagree (SD) Disagree (DA) Neutral (N) Agree (A) Strongly agree (SA)

No Variables Response
1 Experience of Using Mobile Phone SD DA N A SA

1.1 I have been using mobile phone for a long time

2 Perceived Ease of Use SD DA N A SA

2.1 Using CBE-Birr would enable me to accomplish my tasks

more quickly.
2.2 The registration procedures are easy for me
2.3 The interface with CBE-Birr mobile money is user friendly
2.4 It is easy for me to become skillful at using CBE-Birr mobile
money service
3 Perceived Usefulness SD DA N A SA
3.1 CBE-Birr mobile money is useful way of making payment
3.2 CBE - Birr Mobile money service helps save time
3.3 CBE-Birr is more convenient and accessible.
3.4 CBE - BIRR mobile money service would outweigh the
disadvantages
4 Perceived Trust SD DA N A SA
4.1 In using CBE - Birr, I believe that my transactions are

xi
 secured.
4.2 In using CBE - Birr, I believe that my privacy is secured.
4.3 In using mobile banking, my information is kept confidential
4.4 I am well aware of the existence of CBE - Birr services.
5 Perceived Risk SD DA N A SA
5.1 If I lose my mobile phone, I will not lose my money as well
5.2 If there is a network problem, my transactions will be
affected
5.3 It is difficult for my money to be stolen if using CBE-Birr
mobile money service
5.4 There is a low risk of other people tampering with my
personal information during the transaction
6 Intention to Use CBE-Birr mobile money service SD DA N A SA

6.1 I intend to continue to use CBE-Birr mobile money service

6.2 I intend recommending CBE-Birr mobile money service to
others
6.3 I enjoy using all available CBE-Birr mobile money services.
6.4 My CBE-Birr menu is very easy to understand.

7- If any, please mention other factors affecting the intention to use mobile money (CBE Birr)
mobile money service? ______________________________________________
_________________________________________________________________________

Thank you!

xii
 APPENDIX II

INTERVIEW QUESTIONS

This is going to be answered by CBE Employees

 What kinds of mobile banking services you provide for customers with on line?
 Why do you prefer mobile banking rather than manual banking?
 What Challenges you faced to adopt mobile banking services in CBE?
 What is existing opportunities for improving the CBE-Birr banking services?
 What Benefits has CBE realized from the CBE-Birr mobile banking service?
 What is Advantages and Limitations of CBE-Birr Birr mobile banking service?

xiii