Customer Perception and Adoption of Digital Banking Services: Insights from Kwara State, Nigeria
Abstract
The adoption of digital banking in Nigeria has been necessitated by the urge to satisfy bank customers by providing more efficient banking services to provide excellent customer services at all times. The main objective of this study is to examine customers’ perception on adoption of digital banking in Kwara State, Nigeria. This study adopted cross-sectional survey research design and used primary data sourced via structured questionnaire based on Likert scale. Taro Yamane formula was adopted to determine the sample size of 171 bank customers. Frequency, percentages and multiple regression analysis were used were used to analyzed the data collected. The result shows that perceived ease of use (β = 0.71, p < 0.049), and perceived reliability (β=0.233, p<0.018) have positive and significant effects on the use of digital banking. However, perceived security (β=0.062, p>0.05) has positive insignificant effect on adoption of digital banking. This study concludes that customer perception has effect on the adoption of digital banking in Kwara State, Nigeria. Therefore, this study recommended that banks should upgrade to meet global standard to further boost service delivery to customers and ensure their retention while encouraging others to come on board.
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