Isirimah Nnamdi
Finance and Banking, University of Port Harcourt Business School
The aim of this research was to examine customer adaptation factors of internet banking channels in Nigeria. Drawing from its theoretical baseline, the study was anchored on Technology Acceptance Model (TAM). Descriptive survey design was used in accessing the studys subjects. While the population of the study comprise of customers of deposit banks in Nigeria; however, it accessible population was limited to customers of banks operating in Rivers State. A total of 400 respondents were conveniently administered copies of questionnaire. Data obtained through this process were analyzed and a total of 3 hypotheses were tested using Regression Analysis and Partial Correlation Coefficient. Results retrieved from these tests revealed a positive and significant relationship between customer adaptation factors such as perceived trust and security & privacy and banking mobile apps. Based on the findings, study concludes that the issues of perceived trust, security and privacy are important determinants in the adaptation of internet banking channels. Specifically, perceived trust was found to be a significant factor in using bank mobile apps in carrying out transactions. In view of the above conclusions, this research recommended that bank managers wanting their customer service experience and patronage should pay more attention to new channels of presenting innovative online services like making banking mobile apps to be more user-friendly and interactive. They should ensure that the issue of security and customer privacy is taking seriously, because this is one of the strategic ways of building customer trust in online transactions.
Keywords: Internet Banking Channels, Customer Adaptation, Mobile App.
Journal Name :
EPRA International Journal of Multidisciplinary Research (IJMR)

Published on : 2023-06-23

Vol : 9
Issue : 6
Month : June
Year : 2023
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