Assessing the Practices and Challenges of E-banking Service Delivery at Cooperative Bank of Oromia in Cace of Nekemte Branch.
Year: 2025
Type: article
Abstract: GEDA JEBEL (PhD CANDIDATE) This study assesses the practices and challenges of e-banking service delivery at the Cooperative Bank of Oromia (CBO) in the Nekemte branch. The rapid adoption of e-banking has significantly ix transformed the banking sector in Ethiopia, providing customers with convenient and efficient banking services. However, several challenges persist, which affect the full utilization and optimization of these services. The study specifically focuses on identifying the practices and challenges related to e-banking services at the Nekemte branch, with the target population consisting of 343 customers. From the total population the sample of 185 employees were responded the questionnaires. A sample of 185 respondents was carefully selected using a stratified random sampling technique from a population of bank employees across several branches in Nekemte Town. The sample size was calculated using Yemane formula, ensuring a balance between accuracy and feasibility with a 5% margin of error. The research integrates both qualitative and quantitative data collection methods, providing a comprehensive analysis of the e-banking systems in place. The findings are expected to offer crucial insights into the strengths and limitations of e-banking practices at the Cooperative Bank of Oromia, contributing to the improvement of service delivery and offering valuable recommendations for enhancing customer satisfaction and operational efficiency in the future. Data was collected using both qualitative and quantitative methods, including surveys, interviews, and an analysis of bank records. The results show that, although e-banking services such as mobile banking, internet banking, and ATM services are widely available, challenges such as technical difficulties, inadequate infrastructure, low customer awareness, and security concerns persist. Additionally, the study found that the effectiveness and usage of these services are strongly influenced by employee training, technological literacy, and customer trust. Based on these findings, the study recommends enhancing employee training, improving infrastructure, increasing customer awareness, and addressing security concerns to improve the overall e-banking service delivery at the Nekemte branch. Key terms; E-Banking-Banking Practice, E-Banking Adoption.
DOI: 10.20372/nadre:15092
Author: GETACHEW HAILE FUFA
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W6925817151
FWCI:
Cites:
Cited by:
Related to: