Mulualem Resaerch Proposal

DAWURO-TERCHA CAMPUS
FACTORS AFFECTING THE USE OF ICT SERVICES IN

COMMERCIAL BANK OF ETHIOPIA: THE CASE STUDY OF
SOUTHERN REGIONAL STATE IN DAWURO BRANCHE
A RESEARCH PROPOSAL SUBMITTED IN PARTIAL FULLFILLMENT OF THE

REQUIREMENTS FOR THE BSC DEGREE OF INFORMATION SCIENCE
DEPARTMENT OF INFORMATION SCIENCE, COLLEGE OF COMPUTING AND

INFORMATICS
BY: MULUALEM TEFERA
ID NO-: WSU/229/12
ADVISOR:
MAY, 2024
TERCHA ETHIOPIA
Contents page no-
CHAPTER ONE..........................................................................................................................................2
1. INTRODUCTION...............................................................................................................................2
1.1 Background of the Study...................................................................................................................2
1.2 Objectives of the Study......................................................................................................................2
CHAPTER TWO.........................................................................................................................................3
2. RELATED STUDIES..........................................................................................................................3
2.1. Adoption of ICT in Commercial Bank of Ethiopia......................................................................3
2.2. Attitudes of Users towards ICTs Services....................................................................................3
2.3 Conceptual Framework of the Study.................................................................................................4
CHAPTER THREE.....................................................................................................................................5
3. METHODOLOGY..................................................................................................................................5
3.1 Research Design and Methodology...................................................................................................5
3.2. Data Sources and Sampling Techniques...........................................................................................5
3.3. Data Collection Methods and Analysis.............................................................................................5
REFERENCES............................................................................................................................................6
CHAPTER FOUR.......................................................................................................................................7
4. COST AND TIME PLAN.......................................................................................................................7
4.1 FINANCIAL BUDGET.....................................................................................................................7
4.1.1. COST BUDGET........................................................................................................................7
4.2 TIME SCHEDULE............................................................................................................................8
CHAPTER ONE
1. INTRODUCTION
1.1 Background of the Study

Generally in today’s world, ICT has taken a wide lead in the operation of businesses and made
the world one global village. ICT is an umbrella term that includes any communication device or
application, encompassing: radio, television, cellular phones, computer network hardware and
software, satellite systems as well as the various services and applications associated with them,
such as videoconferencing and distance learning Tavares [1].
Studies have showed that most banks in developed and some in developing parts of the country
are now offering e-banking services with various levels of sophistication Garau [2]. Thus given
almost complete adoption of e-banking in developed countries, but the reason for the lack of
such adoption in developing countries like Ethiopia there is no success of e-banking.
Mesay [3] in Ethiopia banking sector, customers perceive very little difference in banking
products offered by banks dealing in services as any new offering is quickly matched by
competitors. There is customer’s dissatisfaction over the service offered and the available
services don’t match the expectation of the customer. Every bank customers and Employees are
highly dissatisfied by the disappointing status of Ethiopian commercial bank branches. Hence,
there has been a need to conduct the study in order to assess the impact of ICT services used in
Ethiopian Bank and the challenges with its implementation.
1.2 Objectives of the Study

The study is conducted with the following objectives.
• To identify factor affecting customers and employees usage of ICT services in selected
branches of commercial banks in Dawuro branch.
• To investigate the effective use of ICT services in the perspective of bank employee and
customers.
• To examine the attitude of users towards ICT banking.
CHAPTER TWO
2. RELATED STUDIES
2.1. Adoption of ICT in Commercial Bank of Ethiopia
Commercial Banks provide all the banking services/facilities including ATM, Internet Banking,
Telephone Banking, SMS banking or Mobile Banking and others beside the traditional banking
activities. Electronic banking in Ethiopia is facing lot of challenges due to lack of software,
awareness, fear of risk and lack of trained persons in the key organizations Grad chew Worku
[4]. The sole provider of ICT service of the country, Ethiopian Telecommunication Corporation,
newly called Ethio-telecom, has received a monopoly license from the regulator, the Ethiopian
Telecommunication Agency (ETA) for efficiency and quality service requirement and
infrastructure expansion targets Adam [5].
2.2. Attitudes of Users towards ICTs Services
According to Spacey et al. [6] positive attitudes are fundamental in the acceptance,
implementation and success of the new technology. Tibenderana [7] argues that one’s attitude
influences behavioral intention to use, and subsequently actual use, and can affect the way in
which one uses the facilities. In other words, if ICTs are easy to use and also perceived to be
useful in helping individuals to get their needs met, those individuals‟ perceptions and attitudes
towards ICTs are most likely to be positive Prisca [8].
Donat et al. [9] found that the same variables above, such as gender, age and education proved to
be major determinants of attitudes patterns among users of commercial banks ICTs facilities. The
study found that young people will more likely to have positive attitudes towards ICTs than
adults who will prone to change and learning new things. The author also found that educated
people will most likely to have positive attitudes towards ICTs than those with less or without
formal education.
2.3 Conceptual Framework of the Study
Fig. 1 Show that the study considered the dependent variable to be ICT use by bank customers
and employees which was influenced by independent variables which are; demographic factors,
technological factors, system quality and Security Concern factors. It was expected that the
above mentioned variables will greatly affect ICT use or lack of ICT use in the banking industry.
The conceptual framework depicts the relationship between the independent and dependent
variables.
Technological factors
- Lack of available ICT infrastructure
- Poor Internet Connection
-Customers fear risk to use ICT services
Demographic factors
System quality factors
- Age and gender
-Lack of accessibility
-Educational level and Use of ICT
marital status services - Lack of reliability
-Experience and
-Absence of time
working position
Line response
Security concern
- Perceived risks
- Protection of pins and passwords
- Safety of location of service channel
- Security risk affects user’s decision to use the

system
Fig. 1. Conceptual framework of the study

CHAPTER THREE
3. METHODOLOGY
3.1 Research Design and Methodology

The research design will used for this study is a mixed method research approach. A mixed
methods research design is a procedure for collecting, analyzing, and “mixing” both quantitative
and qualitative methods in a single study or a series of studies to understand a research problem.
According to Creswell [10], mixed method research is based on pragmatic world view or
knowledge claim, i.e., it is consequence-oriented, problem-centered, and pluralistic.
3.2. Data Sources and Sampling Techniques

Both Primary and secondary data will be used. The primary data will gathered through
questionnaires, Observations & interview. While secondary data will gathered and retrieved from
previous empirical studies based on articles, journals and bank annual report. The Populations of
the study will the employees and customers of selected Commercial bank of Ethiopia in hosanna
town branches.192 respondents sample out of the total 203 respondents will selected by using
availability, purposive and convenient sampling techniques.
3.3. Data Collection Methods and Analysis

The researcher used interviews, observations and questionnaires for data collection. In the study
descriptive and inferential method of data analysis (Multiple Regression) will employed
depending on the nature of the variables to be investigated.
REFERENCES
1. Tavares. Management perceptions of worldwide ICT - based banking services in

Nigerian Commercial Banks. African Research and Documentation: Nigeria; 2000.
2. Gurau Catalin. E-banking in Transition Economies: the Case of Romania, Journal of
Financial Services Marketing. 2002; 362–379.
3. Mesay S. Bank service quality, customer satisfaction and Loyalty in Ethiopian Banking
sector. Journal of Business Administration and Management Science Research.
2002;1(1).
4. Gardachew W. Electronic banking in Ethiopia: Practices, opportunities and challenges.
Journal of Internet Banking and Commerce. 2010;15(2):2-9.
5. Adam L. Ethiopian telecommunication sector performance review: A supply side
analysis of the policy outcomes; 2007.
6. Spacey R, Goulding A, Murray I. ICT and change in UK Public Banks; 2003.
7. Tibenderana P. A model for measuring levels of end-users acceptance and use of hybrid
library services and its applicability to universities, PhD Thesis: Makerere University,
Uganda; 2010.
8. Prisca. Factors affecting adoption of electronic banking system in Ethiopian Banking
Industry. Journal of Management Information System and E-commerce. 2010;1(1).
9. Donat, et al. The impact of information & communication technology facilities on
Ethiopian private banks’ performance; 2009.
10. Creswell J. Qualitative inquiry and research design: Choosing among five approaches
(2nd ed.). Thousand Oaks; Sage Publications, Inc; 2007.
CHAPTER FOUR
4. COST AND TIME PLAN

4.1 FINANCIAL BUDGET
A carefully developed budget reflects the seriousness of the proposal. For this proposal the
following expenses will be expected to be incurred during conducting the research.
4.1.1. COST BUDGET
Personal Costs
Description Unit Duration Total Cost

1 Principal Researcher Head 6months 1800.00
2 Field Worker “ 2 weeks 600.00
3 Typist “ 1 Week 300.00
4 Paper Reams 4 360.00
5 Ball-point pen Pieces 4 10.00
6 Marking pen “ 6 60.00
7 Pencil “ 2 2.00
8 Eraser “ 1 2.50
9 Sharpener “ 1 3.50
10 Transparency Sheets Sheets 15 60.00
11 Flash Disk Pieces 1 400.00
12 Printing Page 140 280.00
13 Binding Report 5 50.00
14 Internet connection Minute 200 50.00
15 Contingency Month - 150.00
SUB TOTAL 4,128.00
4.2 TIME SCHEDULE
TIME BUDGET
Remark
NO ACTIVITY
Jun. July Aug.
1 Title Selection √
2 Literature development √
3 Proposal development √
4 Data collection √
5 Processing and analysis √

6 Report Writing √
7 Presentation √

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DAWURO-TERCHA CAMPUS

FACTORS AFFECTING THE USE OF ICT SERVICES IN

A RESEARCH PROPOSAL SUBMITTED IN PARTIAL FULLFILLMENT OF THE

DEPARTMENT OF INFORMATION SCIENCE, COLLEGE OF COMPUTING AND

BY: MULUALEM TEFERA

1.1 Background of the Study

1.2 Objectives of the Study

2.1. Adoption of ICT in Commercial Bank of Ethiopia

- Protection of pins and passwords

- Safety of location of service channel

- Security risk affects user’s decision to use the

Fig. 1. Conceptual framework of the study

3.1 Research Design and Methodology

3.2. Data Sources and Sampling Techniques

3.3. Data Collection Methods and Analysis

1. Tavares. Management perceptions of worldwide ICT - based banking services in

4. COST AND TIME PLAN

4.1.1. COST BUDGET

Description Unit Duration Total Cost

5 Processing and analysis √

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