Abstract: This study aimed to examine the factors affecting customers’ decision to use digital banking service in Commercial Bank of Ethiopia. This study used both primary and secondary data. The primary data was gathered through questionnaire distributed to a target of 384 respondents from customers of the selected branches using simple random sampling. And secondary data collected from the existing bank manuals and other sources. Both Quantitative and qualitative research approaches were used to analyse the collected data. The researchers used both descriptive and explanatory research designs for accomplishment of the study. The collected data was analysed using Statistical Package for Social Science (SPSS 2.0). The relationship and influence of the factors was analysed using Pearson correlation and multiple regressions. The researcher Revealed that the explanatory variables on electronic banking service, such as technology, income, speed, security, and demographic factors was identified as significant effects on e-banking adoption. Approaches were also be suggested to enrich the e-banking services including making websites more user-friendly, reducing users risk concerns and the role of government in terms of improving ICT infrastructure. Finally, to bring about sustainable adaptation of e- banking services by financial institutions which best serves the customer needs, more research works are suggested to be done to further analyse the participation of digital banking services to the larger economic transactions. This research will help banks about how to give information related to the system to its customers.

Keywords: Banking, Customer decision, Digital banking; Commercial bank of Ethiopia

Downloads: | DOI: 10.17148/IARJSET.2026.13167