An Investigation of Users’ Acceptance and Satisfaction of E-Banking System as a Panacea towards a Cashless Economy in Nigeria

I. O. Akinyemi · Emmanuel Oluwatobi Asani · Adepeju Abeke Adigun

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Health, Technology, Consumer Behavior

Abstract

The benefits of e-banking have been established as being numerous and its success has been argued by many researchers to depend partly on the quality of the banking services but more especially on customer preferences and satisfaction. Surprisingly, as numerous as these e-banking benefits are, very long queues could still be seen in many Nigerian banks for the consumption of the traditional banking services of fund transfer, cash deposits and cash withdrawals. However, to prove the success of e- banking in Nigeria, users’ acceptance and satisfaction of the system need to be validated. Many research works had been conducted using the Technology Acceptance Model (TAM), an information system theory that models how users come to accept and use a technology, to pzredict and explain users’ acceptance of e-banking. TAM poses two theoretical constructs; perceived usefulness (PU) and perceived ease of use (PEOU) as fundamental determinants of user’s acceptance of an information system. This research work examines the factors that may influence users’ acceptance and satisfaction of e- banking in Nigeria by adding the impact of perceived credibility (PC) and trust to the TAM constructs (PU and PEOU) with four other external variables (convenience, quality of technology, service quality and system accessibility) in extending its validity on examining user’s acceptance and satisfaction of e-banking system in Nigeria as a panacea towards operating a cashless economy. The result of the hypothesis testing using Pearson chi square is consistent with previous studies which showed that there is a significant relationship in the predicted direction on intention to use information system (IS).

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References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 2019Diffusion of Innovations 1 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models 1985From Intentions to Actions: A Theory of Planned Behavior 2003Trust and TAM in Online Shopping: An Integrated Model1 2000Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model 1992Extrinsic and Intrinsic Motivation to Use Computers in the Workplace 1 1993User acceptance of information technology: system characteristics, user perceptions and behavioral impacts

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2019TECHNOLOGY ACCEPTANCE MODEL AND TRUST IN EXPLAINING CUSTOMER INTENTION TO USE INTERNET BANKING 2021INFLUENCE OF TECHNOLOGY ACCEPTANCE MODEL (TAM) ON CUSTOMER ADOPTION OF E-BANKING PRACTICE IN LAGOS STATE 2014The Impact of Knowledge-Based Trust (Kbt) on The Adoption and Acceptability of Cashless Economy in Nigeria 2023CUSTOMER SATISFACTION ON E-BANKING SERVICES AMONG UNIVERSITY STUDENTS IN MALAYSIA

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