Resilience in E-Banking: Challenges and Prospects at the Commercial Bank of Ethiopia, Wolaita Sodo Branch

Abstract

This study explores the challenges and prospects of electronic banking (e-banking) services in the Commercial Bank of Ethiopia (CBE), with a particular emphasis on the importance of resilience in sustaining and improving these services. Data was primarily collected from bank employees and customers, using a qualitative research approach based on literature review and the researcher’s professional experience with CBE’s e-banking system. The study identified customer and staff attitudes, operational challenges, growth prospects, and the overall performance of CBE’s e-banking platform. In addition, authors investigated importance of resilience for financial institutions. Namely, building resilience is critical for the sustainability of financial institutions in Ethiopia, particularly in the context of e-banking. Resilience ensures that banks can maintain service continuity, security, and customer trust despite disruptions such as cyber threats, infrastructure failures, or economic shocks. For CBE and other Ethiopian banks, strengthening digital resilience through robust cybersecurity, reliable IT systems, disaster recovery strategies, and adaptive service models is essential. This approach not only minimizes risks but also enhances customer confidence and positions banks for long-term competitiveness in a rapidly digitizing financial landscape, concluded authors.