An Analysis of CBE-Birr Agent’s perceptions on its Services at Akaki Kality Subcity, Addis Ababa Town, Ethiopia

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.