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Factors influencing banks’ implementation and consumers’ acceptance of e-banking of selected commercial banks in calabar, cross river state, Nigeria.
... In the Nigerian context, the online banking is still an innovation and very far behind compared to counterparties in other countries despite the huge investment in technology [21] due to lack of awareness about the products and inadequate legal framework. Several studies have been conducted to identify the factors affecting customers' adoption of online banking [22][23][24]. Most of these studies were based on surveys and positivist approaches were incapable of uncovering deeper issues and failed to give an in-depth understanding of the subject topic [25]. ...
... The nonexistence of hightech infrastructures and government policies can discourage lots of customers to use online banking and build a kind of distrust that all services offered are stable. That is supported by studies conducted in Ghana [62] and Nigeria [24,63,64]. Moreover, the availability and stability of online banking services are not enough if there is a lack of deep understanding of information technologies and how can be used regardless the age, culture and educational level [64]. ...
The emergence of the internet has created a great impact on our daily lives. In recent times, financial institutions worldwide have rapidly moved from branch-based banking to online based service delivery changing the way services are rendered to customers. Despite the deployment of technology driven services in the banking sector, the adoption of Internet banking especially in developing countries such as Nigeria is still an innovation. This paper aims to explore the factors that may influence or hinder the acceptance of internet banking in Nigeria. An interpretive approach was employed to gain a deeper insight of the subject topic. The findings show that security is the main concerning factor that influences customers’ decision to adopt online banking services. Culture and religion were also found to be influencing factors. A set of recommendations were provided on how user adoption of online banking can be increased amongst Nigerian customers. This paper concludes that the banks should better manage consumers’ experiences to enhance the use of internet banking services by including a process of adjustment and learning over time, and not just focusing on the adoption process itself.
... 2014 (Awara & Anyadighibe, 2014) E-banking is a technology that allows customers of financial institutions, whether individuals or companies, to access accounts, make transactions, or obtain information on financial products and services through a public and private network. ...
Technology-based banking has become essential in developing countries. In these countries, the financial inclusion of populations and the development of banks’ portfolios depend intensely on valuable services like E-banking. This study aims to investigate the influence of some technological features of electronic financial services (Perceived personal information protection, Perceived transaction security) and service factors (Perceived time saving, Service quality, and Perceived cost-saving) on Trust and Use of e-banking. It also studies the impact of Use of E-banking on E-engagement through Usage continuance and Customer satisfaction. We use partial least squares structural equation modeling (PLS-SEM) to test a research model with a sample of 346 customers of NFC Bank in Cameroon. The study reveals that Perceived personal information protection and the service factors (Perceived time saving, Service quality, and Perceived cost-saving) influence Trust. However, Trust in E-banking does not necessarily lead to its use. On the other hand, Use of E-banking influenced by both technological features of electronic financial services (Perceived personal information protection, Perceived transaction security) and service factors (Perceived time saving, Service quality, and Perceived cost saving). The study brings managerial implications for the development of E-banking offers in developing countries.
... It is from the same study it was further argued that m-payment adoption in New Zealand was aimed at competing with already established point-of-sale payment technologies. The study of Awara and Anyadighibe (2014) in Nigeria reveals that security concern, service charges, perceived ease of use, resistance to change, accessibility and awareness influence customers' acceptance of e-banking. Further, the same study revealed that cost/price, infrastructure and competition have influenced e-banking implementation by banking service providers. ...
Mob: +255 (0) 625643188/755483110/654660909 and Emily Mkende, National Microfinance Bank PLC-Dodoma Branch ABSTRACT This study examined perceived benefits and challenges of Mobile Phone Banking usage in the National Microfinance Bank (NMB) Dodoma, Tanzania. A cross-sectional design was used in which questionnaire was administered to 85 MPB customers and management team. Purposive and convenience followed by systematic sampling techniques were used to select respondents. NMB reports were reviewed in order to extract secondary data. The findings reveal a significant difference (p < 0.01) in transaction costs between MPB and ATM/traditional banking. Findings reveal that MPB has resulted into several perceived benefits to NMB customers including 24 hours availability, ease of use, high security, reduced queues, cheap, multiple services and transferability. Accordingly, network failure, theft of fund transferred, delay of fund delivery and reconciliation are challenges facing MPB usage. The study recommends to the NMB management that more promotional effort is required in order to attract new customers who are not subscribed to MPB. Also, Tanzania Communications Regulatory Authority (TCRA) needs to improve the stability of networks and enact laws against theft cases via MPB.
In this ever-growing competitive banking industry, understanding the effect of electronic banking service quality on customers’ satisfaction and loyalty is the secret to being competitive and successful in the sector. In Ethiopia, measuring service quality in the banking sector is a new paradigm. The primary purpose of this research was to examine the effect of electronic banking (e-Banking) service quality on customer satisfaction in Ethiopia’s emerging banking industry. Data were obtained using a closed-ended structured questionnaire from a total of 385 participants selected using a convenience sampling technique. Frequencies, percentage distributions, group modes, standard deviations, Chi-square correlations, and multinomial logistic regression were employed to analyze the quantitative data. The results confirmed a significant effect of the variables responsiveness, reliability, security and privacy, speed, and convenience on customer satisfaction. Similarly, customer satisfaction with the electronic banking service quality has a significant effect on customer loyalty. System availability, easiness to use, and service charge, on the other hand, have no statistically significant impact on customer satisfaction. Hence, based on the findings of this study, it is recommended that banks should focus on the factors related to responsiveness, reliability, system availability, and speed to maximize customer satisfaction and loyalty. The adoption of electronic banking service that offers a meaningful guarantee takes care of problems promptly, provides services precisely as promised, is always available and quick delivery enables customers to be better satisfied and thus create committed and loyal customers.
The introduction of electronic banking has revolutionised the financial and banking industry, with an increase in the flow of finances and capital remotely and also serve as a strategic move for firms to promote their financial services in emerging market. The research is a comparative study of the adoption and acceptance of online banking in a develop country like UK as opposed to an emerging market like Nigeria. The study reveals that majority of UK customers are more confident using online banking and carry out most of their banking transaction online. Unlike Nigerian customers where having access to the internet is considered as luxury. Furthermore, both countries highlighted security/privacy and fraud as the key constraint to fully embracing online banking.
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