WOLLO UNIVERISTY

COLLEGE OF BUSINESS AND

ECONOMICS DEPARTMENMARKETING
MANAGEMENT

FACTORS AFFECTING CUSTOMERS ADOPTION OF ELECTRONIC

BANKING SERVICE IN CASE OF COMMERCIAL BANK OF ETHIOPIA, IN
DESSIE BRANCH

A RESEARCH PROPOSAL SUBMITTED TO DEPARTMENT OF MARKETING

MANAGMENT IN PARTIAL FULLFILMENT OF THE REQUIREMENT FOR THE
BACHELOR OF ARTS (BA) DEGREE IN MARKETING MANAGMENT

NAME ID

PREPARED BY;1,YENUS AHMED WOUR/3963/12

2, ADANE DEMISSEW WOUR/2297/12
3,BIRUKTAWIT DEMELASH WOUR/2221/12
4,HABTAMNESH LINGER WOUR/3013/12
5,HANA BEYENE WOUR/3052/12

1
 6,ZEWDU FISHA WOUR/4048/12
7,SEBLEWORK AMARE WOUR/3642/12
8,ABEBECH ALEMU WOUR/2245/12

ADVISOR;SIMACHEW.L(MS)
DECEMBER 2015 E.C
DESSIE, ETHIOPIA

Contents

CHAPTER ONE..............................................................................................................................................4

Introduction.................................................................................................................................................4

1.1 Background of the study....................................................................................................................4

1.2 statement of the problem.................................................................................................................6

1.3 Research Objective............................................................................................................................7

1.3.1 General Objective.......................................................................................................................7

1.3.2 Specific Research Objective........................................................................................................7

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 1.5 Significance of the study....................................................................................................................8

1.6 Scope of the study.............................................................................................................................8

1.7 organization of the study...................................................................................................................9

CHAPTER TWO...........................................................................................................................................10

2. LITERATURE REVIEW..............................................................................................................................10

2.1 Definition and Concept of Electronic Banking..................................................................................10

2.2 Comparison of Traditional Banking and E-Banking..........................................................................10

2.3 Type of E-Bankin 11

2.4 Importance of adopting E- banking.................................................................................................13

2.5 Technology Acceptance Model (TAM).............................................................................................15

2.6 Theory of reasoned Action (TRA).....................................................................................................16

2.7 Diffusion of Innovation (DOI)...........................................................................................................16

2.8 Perceived risk (PR)...........................................................................................................................17

CHAPTER THREE........................................................................................................................................19

Research methodology..............................................................................................................................19

3.1 Research design...............................................................................................................................19

3.2 SOURCE OF DATA.............................................................................................................................19

3.3 Sampling method.............................................................................................................................19

3.4 sampling size Determination............................................................................................................20

3.5 methods of data interpretation and analysis...................................................................................21

3.6 Time and Budget Schedule..............................................................................................................22

3.6.1 Time Schedule...........................................................................................................................22

3.6.2 Budget schedule.......................................................................................................................23

Reference..............................................................................................................................................24

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ABSTRACT

The main aim of this research proposal study will be focus on the effects of custmer adopation of
electronic banking services in the case of Ethiopia commerical bank in Bonga branch.The study in the
first chapter it describes about the general concept of the custemer adopition in the background of
the study ,statement of problem, question of research,obijective of study,under this study the general
and specific goals are consisted then siginficance of the study and finally the the scope of the study
are the main parties.

Acronomy
TAM- Technology acceptance model
TRA- Theory of reasoned action
DOI- diffusion of innovation
PR- Perceived risk

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CHAPTER ONE
Introduction
1.1 Background of the study
Over the last few decades information technology had affected the Banking industry highly and
have provided away for the Banks to differentiate their products and services. In this regard
information technology is considered as the key driver for the changes to take place around the
world. For this reason the traditional banking service are getting modernized by the use of
electronic Banking. For instance, internet replaced mail, credit cards replaced Bank transaction,
and automated teller machines (ATM) displaced cashier tellers. The term electronic banking is
almost generic in its nature and therefore it is mostly used without any further explanation or
definition. It includes several services like telephone banking, credit card, debit cards, ATMs.
The more recent additions are internet banking, mobile banking, and digital TV banking.

The evolution of E-banking started from the use of automated teller machines (ATM) and
Finland is the first country in the world to have taken a lead in E-Banking (Mishra, R. and J.
Kiranmai (2009) in order to provide efficient and effective service to their customers. Electronic
banking has been widely used in developed countries and is rapidly expanding in developing
countries. In Ethiopia, however, cash is still dominant medium exchange, and electronic
payments are at an evolving stage.

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The banking industry constantly responds to changes in customer preference and need. As noted
by Kuismaet al, (2007); Littler and Melanthiou, (2006). The majority of customers now
constantly prefer to adopt for a technology based service delivery. Therefore, understanding
various reasons usefulness of E-Banking would be useful for banks to introduce new strategies
that will enable them leverage on their competitive advantage. In order to encourage further E-
banking adoption in developing countries, a better understanding of the barriers and drives
impacting E- banking adoption is critical (Zhao et al . 2008). In this context, this study aims to
investigate the factors that influence adoption of Electronic Banking in the case of Commercial
Bank of Ethiopia customers in Dessie city, Tossa Branch.

1.2 Statement of the problem

Electronic banking is a driving force that is changing the banking industry toward a more
competitive and efficient situation. Electronic banking is an internet portal, through which
customers can use different kind of banking service ranging from bill payment to making
investments. For more than 200 years, banks were using branch based operations but the advent
of multiple technologies and applications changed the nature of financial service delivered to
customers. Parker tammy, parker Michael, (2008).

As it is stated in different E banking literature some of the problems related with adoption of E
banking are; Low literacy rate, for citizens to fully enjoy the benefit of E banking in Ethiopia,
they should not only know how to read and write but also possess basic ICT literacy (Gardachew
2010). Low level of internet penetration and poorly developed telecommunication infrastructure,
According to Jensen (2003) most countries in Africa, except South Africa, have internet
infrastructure only in there major cities and banking operation is still under developed backed by
low level of ICT infrastructure and other issues.
Different research works have been done regarding factors affecting customer intention to adopt
E-banking service in the developed world (Daniel, 1999; Sathye, 1999; Pikkarainen et al, 2004;
Lassar, 2005; Suh & Han, 2002; Krajaluoto et al., 2002), However, there is very much limited

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published works that investigate the factors influencing the adoption of E-banking in the context
of developing countries like Ethiopia.
Here in Dessie city, though banks are transforming there service from conventional physical
banking to electronic banking, there are significant number of customers using traditional
(physical) banking. Some people assume E-banking is risky and Many people are not aware of
the usage of electronic banking or don’t like to use Electronic banking, they prefer conventional
(physical banking).

The above mentioned problems are the reasons why we are motivated and interested to
investigate Factors affecting customer’s adoption of electronic banking service in case of
commercial bank of Ethiopia

This search will address answer the following basic questions

 Does customer innovativeness and adoption influence e-banking?

 Does subjective norm affect the adoption of e-banking?
 Does perceived ease of use affect the adoption e-banking?

1.3 Research Objective

1.3.1 General Objective
The main objective of the study is to examine factors that influence the adoption of
electronic banking in case of commercial bank of Ethiopia, in Dessie city.

1.3.2 Specific Research Objective

The specific objectives of the study are;
1. To determine the effect of customer Innovativeness on the adoption of e-banking.
2. To determine the perceived ease of use effect on the adoption of e-banking.
3. To determine the perceived usefulness effect on the adoption of e banking

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1.5 Significance of the study
The ultimate purpose of the study is to broaden the understanding on what may be the sources of
motivation for customer to adopt e-banking and to add knowledge on the influencing factors in
line with customer adoption of e- banking and to help the management to establish an effective
strategies on managing and encouraging e-banking.

The finding of the study will serve as bases for further study by other researcher who wants to
conduct on the influencing factors on customer adoption of electronic banking for researcher. It
serves as a source of experience for the researchers in conducting more intensive business
researches.

1.6 Scope of the study

The study will attempt to assess factors that influence the adoption of e-banking service by the
customers of CBE, particularly in customers located in Dessie city, Ethiopia.

The bank has more than 8 branches in different place of the city. As the customers in the banks
are homogenous the customers will be the same at any branch, however the study will focus on
Tana branch of CBE which is located at the center of the city, where many numbers of
population is available and well facilitated to conduct the research and well facilitated to conduct
the research. The study will use the subjective norm, customer’s innovativeness, perceived ease
of use and risk and its usefulness to determine the adoption of E-Banking.

1.7 organization of the study

This paper will contain five chapters with different sections and sub sections. Chapter one will
present the introduction of the main part of the paper that covers the background information,
statement of the problem, objective, significance of the study, scope and organization of the
study. The second chapter will focus on the literature review. The third chapter will deal with the
methodology to be used to conduct the study, the research results and discussion will be
presented in chapter four. The final part chapter five will provide, the conclusion and
recommendation of the research.

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CHAPTER TWO
2. LITERATURE REVIEW

2.1 Definition and Concept of Electronic Banking

Electronic Banking is defined as “the use of technology to communicate instructions and receive
information from a financial institution where an account is held. This service includes the
system that enables financial institution customers, individuals or business to access accounts
transact business, or obtain information on financial products and services through a public or
private network”.prakash and malik, (2008, P .84).

Lustsik (2004) defines E-Banking services as a variety of e-channel for doing banking
transaction through internet, telephone TV, mobile, and computer. Banking customers’ desire
and expectations with regard to service are expanding, as technology advances and improves.
Electronic banking is the automated delivery of new and traditional banking products and
services directly to customers through electronic interactive communication channels. It includes
the systems that enables financial institution customers, individuals or businesses, to access
accounts, transact business, or obtain information on financial products and services through a
public or private network, including the internet, it should be noted that electronic banking is plat
form than just banking via the internet.

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2.2 Comparison of Traditional Banking and E-Banking

Traditional banks offer many services to their customers, including accepting customer money
deposits, providing various banking services to customers, and making loans to individuals and
companies. Compared with traditional channels of offering banking services through physical
branches, e-banking uses the Internet to deliver traditional banking services to their customers,
such as opening accounts, transferring funds, and electronic bill payment. Fan, Ming (2002).

Electronic banking (e-banking) is the newest delivery channel of banking services. Electronic
banking is an umbrella term for the process by which a customer may perform banking
transactions electronically without visiting a brick-and-mortar institution. Therefore transactions
related to bank activities via Electronic Mean and medium is called electronic Banking.

Table 1: Traditional VS E-banking (Comparison between traditional banking and E-banking.)

Traditional banking E-banking
Advantages Can deal directly with human tellers and No time and place limits, convenient
other staff to answer questions and fast
immediately
Can submit bills immediately. Can integrate your financial plans
High privacy Low transaction fees
24 hour service
Disadvantage Has time and place limits Can’t immediately have questions
s answered
Spend more time waiting Difficult to operate for beginners
Robbery Sometimes the website will be
interrupted because of unstable
networks
Source: Lin Wens- Chi, (2012)

2.3 Type of E-Banking

E-banking can be defined as a variety of platform such as internet banking or (online banking),
mobile phone banking, and PC ( personal computer) banking (or offline banking) whereby

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customers access these service using an intelligent electronic device, like pc, personal digital
assistant (PDA), automated teller machine (ATM), point of sale (POS), kiosk , or touch tone
telephone ( Alageheband 2006). According, there are different types of E-banking and some of
the basic are discussed as follow.

1. Automated Teller Machines (ATM) – It is electronic terminal which gives consumers the
opportunity to get banking service at almost any time. To withdraw cash, make deposits or
transfer funds between accounts, a consumer needs an ATM card and a personal identification
number (PIN).

2. point- of - sale transfer terminals (POS) – The system allows consumers to pay for retail
purchase with a check card, a new name for debit card. This card looks like a credit card but with
a significant difference. The money for the purchase is transferred immediately from account of
debit card holder to the stores account (Malak 2007).

3. Internet / extranet banking – it is an electronic home banking system using web technology in
which bank customers are able to conduct their business transaction with the bank through
personal computers.

4. Mobile banking – Mobile banking is a service that enables customers to conduct some banking
services such as account inquiry and funds transfer, by using of short text message (SMS)

2.4 Importance of adopting E- banking

Several studies indicate that on line bankers are the most profitable and wealthiest segment to
banks (Mols, 1998; Robinson, 2000; Sheshunoff, 2000). There could be two fundamental reasons
underlying internet banking development and diffusion: cost savings for banks and reduction of
branch networks which has paved the way to self-service channels as quite many customers felt
that branch banking took too much time and effort (Karjaluoto et al., 2003).

Therefore, time and cost savings and freedom from place have been found the main reasons
underlying on line banking acceptance (Polatoglu and Ekin, 2001; Black et al., 2002; How croft
et al., 2002). As noted earlier, on line banking offers many benefits to banks as well as to
customers.

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However, in global terms the majority of consumers are still not using on line banking channel.
There exist multiple reasons for this. To start with, new on line users need first to learn how to
use the service (Mols et al., 1999. Second, customers have been afraid of security issues (Sathye,
1999; Hamlet and Strube, 2000; How croft et al., 2002). Ndubisi et al (2004) also established the
importance of adequate security in order to raise the confidence of consumers to use internet
banking.

Sathye (1999) defines adoption as “the acceptance and continued use of a product, service or
idea.” Mols et al. (1999) study reveals that the diffusion of electronic banking is more
determined by customer’s acceptance than by the seller offerings.
O’Connell (1996) demonstrated that the explanation for slow growth of Electronic banking is
caused by security concerns, lack of knowledge about availability of such a service, Electronic
banking sites being not user friendly and the lack of access to computers or the Internet.

In line with Wallis (1997) whose report states that new technology adoption by the majority of
the customers depends mainly on awareness, ease of use, safety and security, cost of Internet
banking, reluctance and lack of computer or Internet access are focused (
http://www.businessjournalz.org/brm).

E banking provides many advantages for banks and customer's .e-banking has made life much
easier and banking much faster for both customers and banks.
Main advantages are as follows;

 It saves time spent in banks

 It provides ways for international banking.
 It provides banking throughout the year 24/7 days from any place have internet access.
 It provides well-organized cash management for internet optimization
 It provides convenience in terms of capital, labour, time all the resources needed to make
a transaction.
 Taking advantage of integrated banking services, banks may compete in new markets,
can get new customers and grow their market share.

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  It provides some security and privacy to customers, by using state-of-the-art encryption
and security technologies.

Electronic banking services have provided numerous benefits for both banks and customers. The
first benefit for the banks offering electronic banking services is better banking and better
responsiveness to the market. Those banks that would offer such services would be perceived as
leaders in technology implementation. Therefore, they would enjoy a better brand image. The
other benefits are possible to measure in monetary terms. The main goal of every company is to
maximize profits for its owners and banks are not any exception. Alagheband parisa, (2006)

2.5 Technology Acceptance Model (TAM)

According to Davis (1989) TAM assume two sets of beliefs, i.e. Perceived Ease of use (PEoU)
and Perceived Usefulness (PU) to look at individual’s technology acceptance. TAM proposes
perceived usefulness and perceived ease of use as fundamental determinants of technological
adoption where an individual’s intention to use an application is predicted and explained by once
perception of technological usefulness and its simplicity (Hart O. et al, 2012).

Perceived Ease of Use is “the degree to which a person believes that using a particular system
would be free of effort.” that means freedom from difficulty. Further, he found that less effortful
system increase person’s job performance (Davis, 1989). Opia (2008) claimed that innovation
with perceived complexities of user interface and steep learning curve, which thought risky to
adopt. Empirical findings confirm the positive relationships between attitude towards use and
ease of use (Venkatesh & Davis, 2000) and show that PEOU is a proven key determinants of
users’ intention to accept it (Venkatesh, 2000). Thus, ease of use is a powerful determinant of
intention to accept innovation (Hart O. et al , 2012)

Perceived usefulness (PU) - Davis defined this as “the degree to which a person believes that
using a particular system would enhance his or her job performance”. The attainment of
perceived near term usefulness paves way for long term usefulness (Hart O. et al, 2012). It
relates with the cost and time saving and it considered from the perspective of improving service
delivery and creating more access to users. Decomposing PU as (traindis, 1980) and (chau, 1996)

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did explicitly provides more specific lenses into understanding user perception of information
technology’s usefulness.

2.6 Theory of reasoned Action (TRA)

The theory of reasoned action (TRA), developed by Fishbein and Ajzen (1975, is probably one
of the most influential theories used to explain human behavior (Vankatesh et al., 2003). Simply
put, according to this theory, the behavioral intention can be explained by the attitude towards
behavior and subjective norm. The attitude towards behavior is defined as “an individual’s
positive and negative feelings (evaluative effect) about performing the target behavior” (Fishbein
and ajzen, 1975, p. 216).

Subjective norm - refers to perception that most people who really matter to the individual think
that he either should or should not perform the behavior in question” (Fishbein and ajzen, 1975,
p.302). Attitude towards behavior, in turn, can be explained by the salient beliefs in the
behavior. Subjective norm is also an action that are often based on the perception of others about
what should be done and it can also be defines as ‘the perceived social pressure about whether to
adopt a specific behavior’.

2.7 Diffusion of Innovation (DOI)

The diffusion innovation theory is one among the popularly used theory to predict the adoption
of any new innovation. Diffusion of innovation theory, formulated in 1962 by Everett M. Rogers
(Rogers, 1995), is a well-established theoretical framework (Ju-Lee and Eastwood, 2004) used to
analyze the adoption of internet and related applications ( Eriksson et al., 2008). Adoption of any
new innovation is an important commercial issue which is influenced by many factors. The
perceived attributes of innovation are the most powerful indicator to predict individual’s
different rate of innovation adoption (Rogers, 1995). The innovation process in organization is
much more complex. It generally involves a number of individuals, perhaps including both
supporters and opponents of the new idea, each of whom plays a role in the innovation-decision
(Rogers 1995).

Based on DOI theory at firm level, Rogers stated innovativeness is related to such independent
variables as individuals (leader) characteristics that describes the leader attitude toward change,

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characteristics of innovation including relative advantage(perceived benefit), compatibility,
perceived risk, trial ability and observe ability, and external characteristics of the organization.

Rogers explained the independent variables as follows:

Compatibility is the degree to which an innovation is perceived as being consistent with the
existing values, past experience, and needs of potential adopters. An idea that is not compatible
with the prevalent values and norms of a social system will not be adopted as rapidly as
innovation that is compatible. The adoption of an incompatible innovation often requires the
prior adoption of a new value system.

Trial ability is the degree to which an innovation maybe experimented with in a limited basis.
New ideas that can be tried on the installment plan will generally be adopted more quickly than
innovations that are not divisible

Observability is the degree to which the result of the information are visible to others. The
easier it is for individuals to see the result of an innovation, the more likely they are to adopt.
Such visibility stimulates peer discussion of a new idea, as friends and neighbors of an adopter
ask him or her innovation- evaluation information about it. External characteristics of
organization refer system openness.

Relative advantage is the degree to which an innovation is perceived better than the idea it
supersedes. This degree can be measured in- economic terms, but social- prestige factors,
convenience, and satisfaction are also often important components. What does matter here is that
whether an individual perceives the innovation as advantageous or not.

2.8 Perceived risk (PR)

Consumer behavior studies define perceived risk (PR) in terms of the customer’s perception of
the uncertainty and potential adverse consequence of buying a product or services. The degree of
risk that customers perceive and their own tolerance of risk tacking are factors that influence
their purchase decision (Nasri, 2011). On another hand, introducing new technology may involve
both benefits and risks to the users, and before deciding to adopt the technology, the individual
may want to weigh the risks and benefits. A larger perception of risk may reduce the perceived
benefit of the technology (Horst, Kuttschreuter, and Guttelin, (2007).

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Most of the researchers noted that customer’s perceived risk was a kind of multi-dimensional
constructs, and such dimensions may vary according to the product or service type. These
dimensions are; performance risk, social risk, financial risk, privacy risk and time risk.
Performance risk refers to losses incurred deficiencies of electronic services. Customers are often
worried that a breakdown in the system will occur while conducting electronic services, because
these situation may result in unexpected losses (Kusima et al, (2007). Littler and Melanthiou
2006).

Social risk refers to the potential loss of status in one’s social group as a result of adopting a
product or services (Featherman MS and Paviuos, 2003). It’s possible that one’s social standing
maybe enhanced or diminished depending on how electronic banking services are viewed.
Financial risk is defined as the potential for monetary loss due to transaction error or bank
account misuse. Privacy risk refers to the potential loss of control over personal information
which is used without knowledge (Featherman MS and Pavlou PA, 2003). Horst et al. (2007)
stated that the greatest challenges of the electronic banking sector will be winning the trust of
customers over the issue of privacy and security.

Finally, time risk refers to the risks to the loss of time implementing, learning how to use and
troubleshooting a new electronic service (Natarajan et al, 2010). Consumers are less likely to
adopt an electronic services that they consider having high setup and maintenance costs
(Featherman MS and Pavlou PA, 2003).

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 CHAPTER THREE
Research methodology
3.1 Research design
This research will be designed to conduct factors influencing consumer’s adoption of E- banking
service in Commercial Bank of Ethiopia and it will be conducted through descriptive and
exploratory research design. The descriptive survey is used to obtain information concerning the
current status of the phenomena to describe what exists with respect to the variables in a
situation, it will also offer the researcher a profile or to describe relevant aspects of the
phenomenon of interest from an individual, organizational. Industry-oriented, or other
perspective and will help the researcher to determine whether the variables under the study have
some kind of association or not. The exploratory type of research is usually conducted when to
have a better understanding of the existing problem, and acquire new insight into it to form a
more precise problem. The exploratory is used because it will enable the researcher to answer
what is the problem and if there is no prior research done or the existing ones do not answer the
problem precisely.

3.2. Data Types and Source

The researcher will use both primary and secondary types of data sources. Those were
primary and secondary data to identify the problem will be related to distribution practice.
The primary data will be collect through questioner by conducting both open - ended and
cloth - ended questioner for the participant and primary data based on questionnaires and
interview with the concerning employees, manager and customers of the factory. .Whereas

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secondary source of data will be collect from the factory document, report and manual and
other any written document.

3.3. Method of Data Collection

For conducting of the research the researcher will be use both primary and secondary data from
various sources.
The researcher collect primary source from the employees and agents. questionnaire, include
both close and open ended questionnaire.; because open ended question should enabled
respondents to expressing their idea freely and closed ended questions should and un structuring
form.
The researcher also will collect secondary data from company annual report, sales report and
other material.

3.4 sampling size Determination

Gathering information from large population because of different constraints are including time
and cost. To save time and cost the researcher will be a use of sampling technique that means
taking portion of the population which represented the population as a whole. For this
investigation specifically the researcher will use convenience sampling technique because it’s
impossible to contact everyone who may be sample so the researcher will use;

Cocharan’s formula for calculating sample size when the population is infinite;

Where, no= sample size

Z=level of confidence

P= estimated proportion of an attribute that is present in the population

q= 1-p and

E= the desired level of precision

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So p = 0.5 and hence q = 1- 0.5 = 0.5; z= 1.96 e= 0.05

3.5 Data Analysis methods

The method of data analysis that the researcher will be use is descriptive methods such as
tabulation, percentage of statistical tools. The data also will be analyzed by both quantitative and
qualitative methods. Questionnaire responses would take to analyze those quantitative data used
tabulation and percentage. The response of the employees for interview will treat as a qualitative
analysis by using paragraphs.

3.6 Work plan and budget /logistics

3.6.1 Work plan

This study will be conducted within total of six months from the month of November title
submission and selection , thorough various advisory consultants up to the month of April
presentation of the study finding. The activities to be performed with in these six months and
their associated time are as follows for the year 2015 E.C.

No Activity Nov. Dec. Juan. Feb. Mar. Apr.

1 Topic selection 

2 Preparation of proposal 
3 Collection of useful material 
4 Data collection 
5 Data analysis and writing 
Final research
6 Submission of research 

7 Presentation of final 
research

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3.6.2 financial budgets

This part of the proposal contains different types of expenditures that will be incurred in
conducting the study. This expenditure will be covered by the researcher families. The following
table shows expenditures of the items with their associative cost.

Number Descriptions of Amount Unit cost in birr Total cost in birr

item
1 Pen 5 20 100
2 Flash disk 1 350 350
3 Cover page 2 20 40
4 Transportation 1 20 40
5 Print 1 400 400
6 Mobile card 5 15 75

Total cost 1005

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Reference
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 Ajzen, I, (1991) The theory of planned behavior

 Davis, F.D, (1989), perceived usefulness, perceived ease of use, and user acceptance of
information Technology. Mis quarterly. 13(3), 319-340

 Featherman MS, & pavlou PA. (2003),predcting electronic service adoption a perceived
risk perspective

 Gardachew, W 2010, Electronic banking in Ethiopia. Opportunities and challenges,

Journal of internet banking & commerce, 15(2): 2-9

 Malak, J 2007, Readiness of the palestinian banking sector in adopting the Electronic
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 Parker Tammy, parker Michael,” Electronic banking in Finland and the effect on money
velocity”, Journal of money investment and banking ISSN 1450-288X issue 4, 2008.

 Pikkarainen, T., Pikkaranien, K., Karajaluoto, H & pahnila, S.(2004). Consumer

acceptance of online banking: An extension of the technology acceptance model internet
research, 14(3), pp. 224-235.

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 Polatglu u., & Ekin., S. (2001). An empirical investigation of the Turkish consumers’
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