It is a term that largely covers the coupling of electronic technology for the information needs of a

business at all levels(Agboola, 2006)

IT including computer based information systems used by an organization and their underlying
technologies have propelled changes in the banking sector(Mezgebu, 2017)

The increasing demand for such services enforced to banks invest a great deal of investment to this
field. On the other hand, it is expected to continue in the future.(Mezgebu, 2017)

Banking in Ethiopia began in 1905 with the bank of Abyssinia, a private company controlled by the bank
of Egypt(ASSEFA, 2013)

(Gemechu, 2012) argued that technology innovation play a crucial role in Banking industry by creating
value for banks and customers, that it enables customers to perform banking transaction without
visiting a brick and mortar banking system.

Indeed, as(ASSEFA, 2013)

Despite a strong empirical support for the effect of ICT on banks performance(Agboola, 2006)

Moreover, in our country case, the issue of ICT is not adequately investigated and also particularly the
issue not investigated in the banking sector. For instance, due to scarcity of research in Ethiopian and
particularly study area of this research, the present researcher try to investigate the effect of ICT on
Bank performance in case of banking sector particularly all branches of Commercial Bank of Ethiopia at
Bahir Dar city by encompassing all the above ICT components’ identified by(Gemechu, 2012)

PROBLEM STATMENT

users have also been validated to accept electronic banking system as useful and easy to use(Aliyu,
Tasmin, & Economy, 2012)

The adoption of technology has led to the following benefits; greater productivity, profitability, and
efficiency; faster service and customer satisfaction; convenience and flexibility; and space and cost
savings(Pandey & Management, 2015)
Therefore, the researcher is interested to establish the effect of Information Technology i.e. modern
banking technology on performance of banks by analyzing the case of commercial Bank of Ethiopia.
Identifying the IT investment and its role in the banking industry is very crucial point for the success of the
modern banks and Yeboah et, al (Obiri-Yeboah, Kyere-Djan, & Kwarteng)
 On the other hand, Agbolade (Agbolade, 2011)
OPERATIONAL DEFINATION
Information and Communication Technology Convergence of telecommunications and computer
technology is generally defined as information and communication technology(Laudon, 2001).
(Laudon, 2001)

Innovation is the application of better solutions that meet new requirements, in articulated needs, or
existing market needs. This is accomplished through more effective products, processes, services,
technologies, or ideas that are readily available to markets, governments and society(Laudon, 2001)
(Boston Consulting Group, 2009)(Omotoso, Dada, Adelowo, & Siyanbola, 2012)

Automated Teller Machine: ATM is a computerized telecommunications device that provides bank
customers with self-service access to their financial accounts(Myllynen, 2009). (Balcha, 2015)

Mobile Banking: is performing banking transactions through a mobile device such as a mobile phone or
Personal Digital Assistant(Tobbin, 2012)

Internet banking: is a system which allows individuals to perform banking activities via the
internet(Atanassov, Nanda, & Seru, 2007)

Bank performance is a measure of how well a firm can use assets from its primary mode of business and
generate revenues. This term is also used as a general measure of a firm's overall financial health over a
given period of time, and can be used to compare similar firms across the same industry or to compare
industries or sectors in aggregation. There are many different ways to measure financial performance,
but all measures should be taken in aggregation. Line items such as revenue from operations, operating
income or cash flow from operations can be used, as well as total unit sales(Dictionary, 2012).

Income: is revenue for a particular period normally for one year (Dew & Issues, 2007).

Profit before tax: is a profitability measure that looks at a company's profits before provision of
corporate income tax. Profit before tax is the net balance after deducting all expenses from revenue. It
can result to a loss before tax if expenses are higher than revenues (Cicea & Hincu, 2009).

Return on assets: is the total resources owned and controlled by a Bank divided by profit before tax
(Dew & Issues, 2007).
CHAPTER TWO

CONCEPT AND DEFINATION OF ICT

Communication technology refers to the physical devises and software that link various computer
hardware components and transfer data from one physical location to another(Hunter, 2004) (Laudon,
2001).

With the use of ICT, the time constraint and distance barrier to accessing relevant information is
eliminated or drastically reduced hence it improves coordination of activities with in organizational
boundaries(Binuyo, Aregbeshola, & management, 2014) (Spanos et al., 2001).

According to (Maldeni & Jayasena, 2009)Information and Communication Technology (ICT) is fast
becoming a dynamic channel that drives economy. It is becoming increasingly important for the growth
of our economy as a whole. This ICT has been defined, according to(Alawode, Arinze, & Olashore, 2018)
Alawode and Emmanuel(ASSEFA, 2013) as the automation of processes, controls, and information
production using computers, telecommunications, software and ancillary equipment such as automated
teller machine and debit cards. It is a term that generally covers the harnessing of electronic technology
for the information needs of a business at all levels. Communication is the conveyance or transmission
of information from one point to another through a medium.

In the same light, Adeoti (Adeoti, 2005) sees Information and Communication Technology (ICT) as the
automation of processes, controls, and information production using computers, telecommunications,
software’s and other gadget that ensure smooth and efficient running of activities. Adeoti goes further
to explain it as a term that largely covers the coupling of electronic technology for the information needs
of a business at all levels. ICT has surpassed the role of support services or only electronic data
processing; its fields of applications are slightly global and unlimited. Its devices especially the Internet
and modern computer email facilities have further strengthened early modernizations like the
telephone and fax. Other ICT devices include data recognition equipment, factory automation hardware
and services, tele-computing and teleconferences using real time and online system (Adeoti, 2005).

Furthering the discussion, (Ovia, 2005) contribute that the merging of computer and telecommunication
after about four decades of applying computers to routine data processing, mainly in information
storage and retrieval, has created a new development where information has become the engine of
growth around the world. This development has created catch-up opportunities for developing
countries such as Nigeria to attain desired levels of development without necessarily reinventing the
wheels of economic growth. This new technology has brought far-reaching revolution in societies, which
has tremendously transformed most business (banking) scenes (Ovia, 2005).
For (Maldeni & Jayasena, 2009) , “the availability and usage of adequate ICT skills are important factors,
which influence the competitiveness among commercial banks in this era of e-Economy. There are
multiple factors which govern the performance of an organization; of those, Information
Communication Technology has a significant positive impact on the organizational performance” (p. 29).
An example of how the ICT has had an impact is evidence on the Banking Industry; its emergence allows
banks to apply credit-scoring techniques to consumer credits, mortgages or credit cards. Hence,
products that used to be highly dependent on the banks evaluation of its customers have now become
more standardized. Other examples of ICT impact on the Banking Industry include the increased process
efficiency, which can reduce costs in banks, and the branch renewal, where focus is gradually shifting
away from traditional brick and mortar banks towards the dual-bank concept presented earlier(Sujatha,
Ananthanarayanan, & Kannan, 2013) (Alawode and Emmanuel, 2013).

According to Ashrafi and Murtaza (Ashrafi & Murtaza, 2008), ICT refers to a wide range of computerized
technologies that enables communication and the electronic capturing, processing, and transmission of
information. These technologies include products and services such as desktop computers, laptops,
hand-held devices, wired or wireless intranet, business productivity software, data storage and security,
network security etc.

The tendencies above have also produced changes in the structure of bank income. As a result of
increased competition that has lowered margins in lending operations (the banks’ traditional business),
banks have diversified their sources of income and rely increasingly on income from fees services rather
than interest rate spreads. Fees charged for services include typical banking activities like payment
transactions, safe custody and account administration. Data storage and retrieval is another wonderful
innovation brought into the Banking Industry, where specialized software is engaged to create at a base
to be manipulated by Database Management Software (DBMS). A single database created could be used
for several purposes within the system in order to eliminate data redundancy.

The emergence of information and communication technology in the 21st century cannot be
underestimated. It has changed the old systems of communication in totality; information is
disseminated via the internet to heterogeneous audience with sped on daily basis. Lauratine (2011)
citing Bermiger (DeYoung, 2005) cited in (Udeajah)agrees that Information and Communication
Technology (ICT) as a system of technology is the nervous system of contemporary society transmitting
and distributing seasoned and controlled information and interconnectivity, a myriad of independent
units. Samadar (1995) articulated that ICT is an instrument for creation, storage, management and
dissemination of information by electronic devices. Currently, with the availability of technology devices,
journalists, who have the computer skills, are capable of processing their stories immediately. However,
Marcelle (Woherem, 2000) cited in Maryann and Udeajah (Binuyo et al., 2014), does not see as a
complex entity, but as an application, distribution, processing, and transformation of information with
the help of internet tools.

Historically, ICTs have originated to bring development in the world, the first programmable computers
were developed till the 1950s, despite that the high level of language was not well developed till the
1950s. ARPANet, as at then, was the originally the internet stated in 1969 and the first personal
computer developed in 1976/77 (Apple, TRS-89 and commodore). The IBM PC arrived in 1981, Microsoft
Windows in 1985. However, Tim Lee and others in 1989, at the European Laboratory proposed a new
protocol for information distribution. The protocol metamorphosed into the World Wide Web (WWW)
which was based on hypertext which links text to other texts. In 1991, user-friendly interfaces to the
internet were developed (Gopher, Veronica, Jughead) and then in 1993 the first graphic browser for the
World Wide Web was developed.

Since then, the internet became the source of information that entertains, educates, informs, and even
promotes cultures of people globally. It also added more skills to journalists to conduct research at any
given time and also to engage in deep reportage. This linked the connectivity of computing devices to
grow to a higher level which allow global information to flow from developed countries to developing
countries. (Centre for research and Digital Innovation, 2013).

2.2.2. Information and Communication Technologies (ICTs) and Banking

The concept of Information and Communication Technologies entails a global interconnected network
providing free exchange of information; it is not a single network. It implies the most pragmatic use of
information technology as medium of universal communication (Saranya, Anitha, Vasantha, & research,
2014). It has brought unprecedented changes in society. Spanning the entire globe, the net has
redefined the methods of communication, work, study, education, interaction, entertainment, health,
trade and commerce. The versatile facilities and opportunities provided by the ICT led to the
development of electronic commerce. This became possible when the ICT transformed from the ordinal
system providing static web pages, into interactive two-way system such as E-Commerce, E-Banking and
Corporate Internet Banking (CIB).

During the past decade, the ICT rapidly increases communication source in banking industry. There are
various forms of Information and communication technological innovations and electronic delivery
channels which are adopted by banks. ICT innovations have been identified to contribute to the effective
distribution channels of Banks. The electronic delivery channels are collectively referred to as Electronic
Banking. ICT on banking is really not one technology, but an attempt to merge several different
technologies. Each of these evolved in different ways, but in recent years different groups and industries
have recognized the importance of ICT usage working together. Bankers now see a kind of evolution in
their business, partly, because the world has taken a quantum leap in the use of ICT in the past several
years(Saranya et al., 2014) (Saramya, Anitha and Vasantha, 2014).

The application of information and communication technology concepts, techniques, policies and
implementation strategies to banking services has become a subject of fundamental importance and
concerns to all banks and indeed a prerequisite for local and global competitiveness. ICT directly affects
how managers decide, how they plan and what products and services are offered in the banking
industry. It has continued to change the way banks and their corporate relationships are organized
worldwide and the variety of innovative devices available to enhance the speed and quality of service
delivery (Alawode and Emmanuel, 2013).
The developments new technologies in banking may ultimately change the competitive landscape in the
financial services. According to(Omotoso et al., 2012) ICT in banking industry started with an attempt to
automate the process of banking services. Simple electro-mechanical devices such as note counters and
accounting calculators were then introduced to effect speed on basic transactions such as computation
and money counting. However, in the 1950s and 1960s, information storage and retrieval technology
which involve business data processing through punched card equipment and massive mainframe
computers with lower capabilities than today’s microcomputers. The 1970s saw the advent of the
primitive user networks as terminals got connected to the massive mainframes due to the challenges
posed by large volumes of business data. This was the foundation of the era of Management
Information System (Mahilet, 2018) and Decision Support System (DSS) (Laudon, 2001).

The 1980s witnessed the fusion of telecommunications and networking technologies for business
deployment. This was furthered by the emergence of data processing, office information system (OIS)
and personal computers (PC). The 1990s till date advances technology which has transformed the
banking operations business and how the emerging global information infrastructure has shapened and
support potential networking technology to enhance corporate performance and competitiveness
(Laudon, 2001). Computerization in the banking sector increases profitability of the bank as a result of
the improvement in the services of the computers which reduces the cost of business operations. In
today’s business environment, many accountants and bankers utilize computer in accounting, system
auditing, and internal business control. The computerized system eliminates or reduces data duplication.
The computer is very useful in all aspects of managerial decision and increases the efficiency of services
offered to the customers (Woherem, 2000).

Information and Communication Technologies (ICTs) Innovations Used in Banking

Information and Communication Technologies (ICTs) Innovations Used in Banking

2.2.3. Significances of ICT in the Banking industries

The revolution in ICT has distorted the normal banking culture and created the avenue for banks to
emerge into various markets thereby creating value where customer needs are sorted into various
categories for prompt attention (Aliyu et al., 2012). Through this means, the banks are able to sell other
products such as insurance and securities together with the banking products they already sell which are
all unique to the particular firm. (Delgado & Nieto, 2004). However, the basic reason for making use of
the internet and other ICT tools as delivery channels is its power to reduce operational expenses by
eliminating the cost of running physical branches. This becomes relevant in the Spanish banking system
which has too many branches across Europe since the banks using the internet and other ICT tools as
delivery increase their income drastically than those using normal distribution channels DeYoung
(DeYoung, 2005) and Delgado et al (2006).. Haq (DeYoung, 2005) posits that financial institutions are
able to survive by maximizing income through the reduction of operational costs. The unit cost of using
ICT tools in banking reduce rapidly than the cost associated with physical branch deliver as income
grows. Thus Internet banking has become the only innovation that can substitute physical branches in
the service delivery of banks (DeYoung et al 2007).Birch and Young (1997) posit that expectations of
consumers are about comfort ability, prompt and quality service delivery and transactional security. The
introduction of ICT tools in banking has raised the awareness of customer to the existence of a fast and
efficient customer service delivery

Information and communications technology (ICT) has played a significant role in the development of
the banking sector over the years. ICT has made the banking sector more innovative and competitive
because of the advancements of information and communications technologies. With the use of ICT in
banking, it allows the banking sector to fulfill the needs of customers by strengthening their internal
control systems.

Extensive use of ATMs, Internet banking, mobile banking, smart cards, 24/7 services, plus the ability to
offer a wide verity of products and services have enabled the banks to improve their service that is
provided by the banking sectors to customers.

 ATMs

ATM stands for Automated Teller Machines (ATMs). Generally, Banks use mainframe computers to
maintain their customer accounts by dealing with transactions that are generated as a result of
withdrawals and deposits of cash. Typically an ATM can be used to withdraw cash and check an account
balance. ATMs were one of the most significant developments in technology as they gave banking
customers greater access to their cash.

Now due to the availability of cash machines 24 hours a day and seven days a week, customers no
longer had to wait for an hour in banks to obtain their money and could do so at whatever time of day
they desired.

There are numerous advantages behind the usage of ATMs like the first one of them is that Banks can
keep their operating costs down by fewer the employees because banks are not needed to work behind
the counter inside branches. And also the second advantage of ATMs is that Customers can avail of the
facility of 24-hour and seven days a week to access their account.

 Internet and Mobile Banking

The rise of the Internet and mobile banking has made banking even more convenient for customers.
Customers can now check their account balance and pay bills online without having to leave the comfort
of their own home by using the mobile banking and also the customers can transfer funds, pay bills,
checking account balance, study your recent transaction, block your ATM card, etc. by using the online
mobile banking apps. Usually, Mobile banking is dependent on the availability of an internet or data
connection to mobile devices. Nowadays in today’s Era of modern banking Internet and mobile Banking
provides services in a convenient way on just a single click to customers to solve their many daily life
routine works.

Banks have taken advantage of Information and Communication Technology (ICT) developments by
offering different types of products, such as online saving in branch accounts and also the online fund
transfer. Customers can take out the facility of overdraft and also can apply for loans and can avail of the
facility of credit cards. Internet and Mobile Banking Enables the customers to keep a real-time track on
their finances that what their incomes and outgoings are. And it also enables banks to offer services that
can help customers to manage their money and see more clearly that what their savings and
expenditures are. Mobile and internet banking enables customers to talk to an advisor and resolve any
urgent issues regarding banking quickly and efficiently.

2.2.4. ICT Tools used in Banking

Automated Teller Machine (ATM)

The ATM combines a computer terminal record-keeping system and cash in vault in one unit, permitting
customers to enter the banks (Roztocki and Weistroffer, 2004). ATM was introduced first to function as
cash dispensing machines. However, due to advancement in technology, ATM has been able to provide
a wide range of services, such as making deposits, funds transfer between two or more accounts and bill
payments e.g. digital satellite television (DSTV). Banks tend to utilize this electronic banking device, as all
other for competitive advantage. ATM also saves the customers’ time as saved time could be invested in
other productive activities.

Automated Teller Machine (ATM) is a device, which offers a range of services to users that are
authorized by using a PIN-code. From a cash ATM, user is able to make payments, withdraw money or
view account information (Myllynen, 2009).

ATMs have reduced costs per transaction to almost one-fourth as compared to almost the branches.
ATMs support a variety of transactions such as cash withdrawal, cash deposits and placement of service
requests, including the request for a new cheque book. New technology has facilitated the installation of
ATMs in shopping malls or busy commercial localities and has further reduced the transaction and
operation costs for banks (Sambamuthy et al., 2010).

The ATMs were one of the first ICT technologies to be used by banks and it has remained one of the
most successful. The ATM is a computerized telecommunication device that provides bank customers
with self-service access to their financial accounts. A prototype was first created in 1939, a modern ATM
was patented in 1966, an ATM was installed in Barclays Bank in London in 1967 and the United States
started productizing ATMs in 1968 (Bellis, 2010).

According to Koltveit et al. 2000, alternate delivery channels such as ATMs, Telephone Interactive Voice
Response systems, and online banking are mature channels, but advance in ICT permit opportunities for
enhancements even in these established technologies. Current popular alternate delivery channel
technologies include service such as short message service (SMS) banking, text alerts, bill pay,
automated clearinghouse, electronic payments, mobile banking, e- mail alerts and notifications, and
online banking. These technologies are all relatively recent ICT enabled strategies that enhance
performance.
As stated by Morsi (1996) banks are adding ATM functions such as on line loan applications, distribution
of statements, dispensing of foreign currency, purchase of traveler’s checks, and check cashing to attract
customers.

Telephone Banking

Otherwise called tele-banking, telephone banking is a form of remote banking, which is essentially the
delivery of branch financial services through telecommunication devices (Leow, 1999 cited in Omotoso,
Dada, Adelowo and Siyanbola, 2012). Tele-banking has numerous advantages for both customers and
banks. For the customers, telebanking provides increased convenience; expanded access and significant
time saving. For the bank, the costs of service delivery telephone-based services are substantially
reduced than those of branch-based services. It has almost all the impact on productivity of ATM, except
that it lacks the productivity of cash dispensing by the ATM. As a delivery conduct that provides retails
banking services even after banking hours (24 hours a day), it accesses continual productivity for the
bank. It offers retail banking services to customers at their homes and offices. This saves customers’
time, and leads to higher productivity.

Internet Banking

Internet banking gives customers access to their bank accounts through a website (Essinger, 1999 cited
in Omotoso et al, 2012). Internet banking also enables the customers to carry out certain transactions
on their accounts with stringent security checks. Internet banking is described as the provision of
traditional banking service over the internet (Federal Reserve Board of Chicago, 2001). Internet banking
offers more convenience and flexibility to customers with absolute control over their banking activities.
As an alternative delivery medium of retail banking, internet banking has all the impact on productivity
of telebanking and PC-Banking. In addition, it is the most cost-efficient technological means of yielding
higher productivity.

2.2.5. Role of ICT in the Banking Industry

Information and Communication Technology has become the heart of banking industry, while banking
industry is the heart of the economy. ICT has created a new infrastructure for the world economy to
become truly global and also provided the users of new technology a competitive advantage over their
rivals. Electronic banking system has become the main technology driven revolution in conducting
financial transactions. However, banks have made huge investments in telecommunication and
electronic systems, users have also validated to accept electronic banking system as useful and easy to
use (Adesina and Ayo, 2010).

Castells (2001) reveals that, now transactions worth billions of dollars can only take place in seconds in
the electronic circuit throughout the globe by pressing a single button. Although ICT has revolutionized
the way of living as well as conducting businesses and study of banking industry has received increased
attention over the last decade, it continues to pose challenges for marketers and academic alike.
Imran et. al., (2012) investigated the role of ICT on the efficiency of the bank and also explored the
relationship between the investment in ICT and bank efficiency measures. The result showed that
investment in information systems is contributing new products and services. These are the major
benefits of investment in ICT which are propelling many banks to invest in ICT.

In the conducted to examine technological progress and its effects in the banking industry, Berger et al.
(2003) find that ICT investment leads to improvements in costs. The improvement was hinged on
productivity increase in form of improved “back-office” technologies which is in form of organization
related benefits such as reduced costs of operation as well as improved “front-office” technologies
which is in form of benefits to customers such as improved quality and variety of banking services.

The modernization of ICT has set the stage for extraordinary improvement in banking procedures
throughout the world. For instance, the development of worldwide networks has considerably
decreased the cost of global funds transfer. Berger (2003) reveals banks that are using ICT related
products such as online banking, electronic payments, security investments, information exchanges,
financial organizations can provide high quality customer service delivery to customers with less effort.

Considering the dynamism in the drivers of the economies across the globe, it is notable that the world
has moved currently to a knowledge based economy of which the ICT has become one of the principal
driving forces. The effects of ICT are seen in the improvements in productivity and economic growth at
the level of the firm and the economy overall (Stiroh, 2002).

Interestingly, ICT in particular play an important role in the financial industry and this is one reason why
the banking sector is among the most intensive industries deploying ICT. With the increase of internet
services and cash machines available in various locations, the most recurring problems have been
mitigated and in some cases, solved; as an effect, the volume of customers’ services increased became
easier, and the customer experience turned out to be more comfortable. It is noticeable that the new
technologies, particularly in ICT, enabled banks to service customer not only in branches and other
dedicated servicing cites, but also in domiciles, work places and stop and shop stores, as well as in a
myriad of other channels (Al-Hawari et. al.,2005).

2.2.6. The revolution of ICT

ICT revolution has distorted the conventional banking business model by making it possible for banks to
break their comfort zones and value creation chain so as to allow customer service delivery to be
separated in to different businesses. Thus, for example, primarily internet banks distribute insurance
and securities as well as banking products produced by their group (Delgado & Nieto, 2004).

The revolution in ICT has made the banking sector changed from the traditional mode of operations to
presumably better ways with technological innovation that improves efficiency. ICT can enhance
efficiency via its use and in recent times banks have been encouraged by the rapid decline in the price of
ICT gadgets. This has perhaps increased the bank level of ICT usage (Ovia, 2005).
The convergence of computer and telecommunication after about four decades of applying computers
to routine data processing, mainly in information storage and retrieval, has created a new development
where information has become the engine of growth around the world. This development has created
catch up opportunities for developing countries to attain desired levels of development without
necessarily reinventing the wheels of economic growth. This new technology has brought far reaching
revolution in societies, which has tremendously transformed most business (banking) scenes (Ovia,
2005).

2.2.7. Electronic banking

Electronic banking is a high order construct, which consists of several distribution channels. It should be
noted that electronic banking is a bigger platform than just banking via internet. However, the most
general type of electronic banking is banking via internet, in other words internet banking. The term
electronic banking can be described in many ways. In very simple form, it can mean the provision of
information or services by a bank to its customers, via a computer, television, telephone or mobile
phone. It can be described as an electronic connection between bank and customer in order to prepare,
manage and control financial transactions. Internet banking allows consumers to access their bank and
accounts to undertake banking transactions (Daniel, 1999).

Furthermore, electronic banking is said to have three different means of delivery: telephone, personal
computer and the internet. Daniel (1999), for example, introduces four different channels for electronic
banking: personal computer banking, internet banking, managed network and TV based banking.

According to Daniel (1999) electronic banking is the newest delivery channel in many countries and
there is a wide agreement that the new channel will have a significant impact on the market. It offers
the traditional players in the financial services sector the opportunity to add a low cost distribution
channel to their numerous different services.

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