Abstract:
Agent banking is the process of using an agent to deliver banking products to peripheral customers and
the business carried out by an Agent on behalf of a Bank. CBE-BIRR is an agent banking service
introduced by Commercial Bank of Ethiopia in accordance with NBE directive number FIS/01/2012. It
was in testing phase from June 2017 to December 2017 and implemented in December 12, 2017. Like
other agent banking service providers, CBE-BIRR customers can transfer money to subscribed or
unsubscribed users, deposit and withdraw cash from agents, buy airtime directly without scratching
mobile cards, pay for goods and services. This study is aimed to An Analysis of CBE-Birr Agent’s
perceptions on its Services at Akaki Kality subcity, Addis Ababa Town, Ethiopia. The present study was
used primary data and secondary data. Primary data was collected from Agents by using
questionnaires. The questionnaires were structured in closed-ended questions and secondary data
generate through a review of published documents, and web pages. After gathering all required
qualitative and quantitative data. Descriptive Statistical Analysis was performed in interpreting the
primary data. The influencing factors are Security, insufficient strength of ICT equipment and network,
software and reorganization for agent banking/CBE-Birr service, frequent training and support
provided on agent banking service to CBE-Birr Agent’s and insufficient promotion CBE, The study
suggest that CBE-Birr service needs more advertisement, promotion and other awareness creating
programs to attract customer and In an effort to maximize the agent’s existing knowledge of agent
banking which ultimately have an effect in the provision of effective service, increase strength of ICT
equipment and network and the bank needs design a special training program to upgrade the capability
of CBE-Birr agents. To increase the number of CBE-Birr customer and the popularity of service the
CBE and agent should work together to give access of this service.
