Factors Influencing the Usage of Mobile Banking Service Technology: A Case in the Commercial Bank of Ethiopia Harar City Branches

The purpose of this study is to investigate the factors influencing the usage of mobile banking service technology by a commercial bank in Ethiopia, Harar city. This study uses the TAM model by integrating perceived usefulness, perceived ease of use, perceived risk, perceived trust, and perceived awareness to investigate the factors influencing the usage of mobile banking service technology by a commercial bank in the city of Harar in Ethiopia. The study employed a quantitative approach with both explanatory and descriptive research designs. This study was conducted on the basis of information acquired from clients of the commercial bank of Ethiopia's five branches in the city of Harar. A survey was conducted via a questionnaire; 385 of the 400 issued surveys were used. The data were analyzed with SPSS version 20. The research results revealed that perceived usefulness, perceived ease of use, and perceived awareness had a significant positive effect on mobile banking usage and that major factors influencing mobile banking perceived trust had a significant negative effect on mobile banking usage, whereas perceived risk had an insignificant negative effect on mobile banking customers located in Harar city. The study recommended that banks should aim to make their mobile banking as simple and easy to use as possible so that customers do not perceive them as being complicated or difficult to use.