Exposure to and usage of e-banking channels

Abstract

Purpose Emphasis of previous research on e-banking has been on factors that influence its adoption or constraints to the adoption or the extent to which customer awareness influences its adoption. This study investigated “Exposure to/usage of e-banking channels: Implications for customer awareness and attitude in Nigeria”. The purpose of this paper is to determine the extent to which consumers’ exposure to and usage of e-banking channels influence their awareness and attitude towards e-banking in Nigeria. Design/methodology/approach The study used the quantitative research design; specifically, the conclusive research design was used and data collection was done through the survey method. The population of the study consisted of the customers of EcoBank, First bank and Zenith bank in Edo, Kogi and Kwara states of Nigeria. A structured questionnaire was used to elicit the desired data from 480 respondents selected from 30 branches of 3 banks in two states. One sample t test was used to test for significance of the usage of e-banking channels to customers’ awareness and attitude towards e-banking. Subsequently, regression analysis was performed to determine the predictive power of the e-banking channels. Findings Customers’ exposure to and usage of ATM, internet banking and mobile banking has significant influence on consumers’ attitude towards e-banking in Nigeria. In view of the findings, a modified model of customer usage and attitude towards e-banking in Nigeria is proposed. Research limitations/implications The customer’s inability to exercise absolute right on the banking option to use at all times and the non-inclusion of other channels of e-banking whose usage can influence consumers’ awareness and attitude towards e-banking. Practical implications The need for financial institutions, especially banks, to expose their customers to e-banking channels to demystify their fears as well as increase their awareness and thus influence their attitude to e-banking. Social implications Exposure of bank customers to e-banking will reduce cash transactions and thus help to significantly reduce social vices associated with physical cash, especially armed robbery. Originality/value The work is a departure from previous studies because it is the only one that has emphazised exposure to e-banking as a solution to awareness creation and positive attitude of customers. Its value lies in its potential to make e-banking user friendly in no distance time.

Statistical learning approaches to sentiment analysis in the Nigerian banking context

“…The banks need to find a way to enhance customers' experience. This is because prior studies found out customers' experience influences their attitude to banking in Nigeria (Inegbedion et al 2019). One of the tweets observed in topic 1 highlighted bad staff attitude.…”

“…Prior studies highlighted the importance of the transaction related topics, for example, customer service experience (Ugwuanyi et al 2020), internet service performance (Eke & Singhry, 2020;Oyelami et al 2020), bank charges (Haruna et al 2018, mobile banking (Inegbedion et al 2019), and credit card payment (Aduaka & Awolusi 2020) as key influencing factors of customers' attitude in the Nigeria banking industry. Very interesting but surprising, previous studies did not pay attention or investigate "transaction problem" and "contact/complaint form" explicitly.…”

“…This is a case where some customers are happy, while some are unhappy. For example, mobile banking, the significant of this aspect of banking was evidenced in the study of Inegbedion et al (2019). The features of this banking channel that received positive tweets can thus be used to attract more customers while the negative feature can be improved.…”

Attitude Toward of Public Hospital Information System: The Role of Technology Readiness

“…In research conducted by Safari, attitude toward nonusers has a significant impact on behavior intention (Safari et al, 2020). Users' inability to exert perfect control over the product they choose to use at all times, as well as the absence of other system characteristics whose use can influence users' knowledge of and attitude toward information systems, are two of the most serious shortcomings of information systems (Inegbedion et al, 2019). This is consistent with research (Al-Gahtani, 2002), which shows that perceived usefulness and user attitudes have a significant influence on technology acceptance.…”

E-Marketing and Its Effect on Customer Satisfaction in the Commercial Banks – Libya

“…The marketing function is one of the most important administrative functions in the organization and is specific to its success (Sampaio, Perin, Dolci, Santini, & Ladeira, 2019). The ability of any organization to produce goods and provide services is limited unless accompanied by an efficient marketing effort that helps to identify the customer's needs and increase the sales and profitability that the institution seeks to achieve (Osifo et al, 2019). The development of marketing activity in the banks over time, which led to a change in the philosophy and view of the management of the market, where this development has gone through many stages and the banking marketing occupies an important position in the administrative composition of the banking institution.…”