Two items of perceived ease of use, four items of perceived benefits and two items of perceived barriers critically affect adoption of ATMs in Ghanaian banking according to a survey. A confirmatory factor analysis validated a research model showing the relationships between these factors and ATM adoption. The findings provide a basis for customer-driven ATM strategies and confirm prior understanding of technology adoption factors in electronic banking, though the study had limitations.
E-BANKING IMPLEMENTATION AND TECHNOLOGY ACCEPTANCE IN THE RAFIDAIN AND RASHEE...Hosam alden
n the third millennium, e-banking system has been adopted globally in the banking industry. On the other hand, Iraq as a nation with less developed IT adoption has not integrated this system in its banking services, instead of its current acknowledgement on the advantages of ebanking technology in competition among banking service providers. In
contrast, Iraqi banks still keep on adopting traditional banking system to
deliver the majority of their services which in this case are paper-based
work system. This is greatly resulted from the hesitation of bank
employees to adopt new banking technologies. This study aims to
identify the impact of hypothesis between e-banking system and Iraqi
banks employee perspective. This study was conducted by taking sample
of employee from two biggest public banks in Iraq which are ALRAFIDAIN and AL-RASHEED. A survey through questionnaires on the
website was used as the instrument to collect the data were analyzed
using PLS software. Technology Acceptance model(TAM) as a basic
foundation with independent variables Perceived Usefulness, Perceived
Ease of Use, Perceived IT Beliefs and Task–Technology Fit, Attitude as
Intervening and Intention to Use as dependent variable. The result of
hypothesis analysis reveals that there is a significant impact among all
variables to attitude, but Perceived Ease of Use, it does not apply variable
from those analysis it is depicted that Perceived Ease of Use does not impact to the perception of the implementation of e-banking system in Iraqi banks.
The Impact of Customers Perception on Cost of Internet Banking on Its Usage i...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers have perception that have an effect on usage of internet banking, Customer still feel that internet access fees and internet banking transaction charges are high. Costly internet access and unreasonable pricing of internet banking transactions, hinders usage of the internet and by extension technological solutions offered by commercial banks such as internet banking. Commercial banks can relook into the issue of subsidizing the monthly internet banking maintenance fee so as to attract more users and continued usage.
There has been tremendous growth in mobile banking penetration in many countries in the developed and
developing economies and most interestingly in a number of developing countries such as Nigeria. Yet there are numbers of opportunities and threats in the mobile banking systems. However the major threat of mobile banking is its non-adoption by the banking customers. This research focuses on the perceived barriers to mobile banking adoption in Nigeria as a developing economy. The study adopted an exploratory qualitative method and this was conducted among banking customers spread across three regions of North, West and East of Nigeria. The basis of participants’ selection was being active customers of the Nigerian banks. Findings indicate that there is intention to adopt the mobile banking services; unfortunately, the
intentions cannot be translated into action due mainly to lack of trust on issues such as the delivery
channels/technology, communication infrastructures, government policies, etc. Findings further revealed
that majority of respondents do not use internet and mobile banking services, due to several identified
barriers. There is however a preference for the traditional banking approaches as opposed to the mobile
banking services. The study recommends that banks and other financial institutions embark on massive
awareness campaign.
Customers Perception on Prior Knowledge of Technology and Its Effect on Usage...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers perceptions have an effect on usage of internet banking. Prior knowledge of technology was forund to have an impediment in using internet banking by customers. Not all customers are well versed in using systems used in accessing internet banking- both software and hard ware.
A Study on Role of Technology in Banking Sectorijtsrd
The purpose of this study is to examine the relationship between new technology implementation in banking sector and customers How they are aware about the technologies and how they are using it Data for this study was collected from the customers of various Banking Sectors under the Reserve Bank of India A simple percentage analysis and pie chart will be done According to questioners 30 samples are collected and interpretations are given Findings suggest that most of the customers of bank using ATM facility So the banks need to give awareness about the E-banking services Lastly, the paper is of few papers that focus on technology development in banking industry Aswin Raj. T | Mr. Bala Nageshwara Rao "A Study on Role of Technology in Banking Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-6 , October 2018, URL: http://www.ijtsrd.com/papers/ijtsrd18357.pdf
Analysis on Challenges Small Business Face in using the MBanking/Payment Serv...Dr. Amarjeet Singh
Mobile banking services are at the present
increasingly used to accomplish economic transactions by the
business people who would have followed long processes to
complete their transaction deals. Despite the importance of
mobile banking, several studies indicate that the industry still
faces challenges including lack of awareness among the
business parties and customers. Though large populations of
Kenyans have embraced the new technology in most of their
transactions, the contribution of the new technology on small
scale enterprises has received very little attention from the
scholars. The main purpose of this study was to identifying
and rank the challenges faced by the residents as they try to
embrace the mobile banking services. The study adopted a
survey design where data was collected from selected
respondents. The population of the study comprises of 730
small business enterprises. Simple random sampling technique
was used to select 88 small business enterprises based on 95%
confidence level and accepting 5% margin of error as
recommended for most business and social researches.
Primary data was collected from the respondents. Data was
analyzed by using statistical package for social sciences (SPSS)
and it was presented in the form of graphs, tables and charts.
Analysis of the data revealed that the highest challenge faced
by the business owners was the cost of transaction with a
cumulative percentage of 51.3 as compared with other
challenges.
E-BANKING IMPLEMENTATION AND TECHNOLOGY ACCEPTANCE IN THE RAFIDAIN AND RASHEE...Hosam alden
n the third millennium, e-banking system has been adopted globally in the banking industry. On the other hand, Iraq as a nation with less developed IT adoption has not integrated this system in its banking services, instead of its current acknowledgement on the advantages of ebanking technology in competition among banking service providers. In
contrast, Iraqi banks still keep on adopting traditional banking system to
deliver the majority of their services which in this case are paper-based
work system. This is greatly resulted from the hesitation of bank
employees to adopt new banking technologies. This study aims to
identify the impact of hypothesis between e-banking system and Iraqi
banks employee perspective. This study was conducted by taking sample
of employee from two biggest public banks in Iraq which are ALRAFIDAIN and AL-RASHEED. A survey through questionnaires on the
website was used as the instrument to collect the data were analyzed
using PLS software. Technology Acceptance model(TAM) as a basic
foundation with independent variables Perceived Usefulness, Perceived
Ease of Use, Perceived IT Beliefs and Task–Technology Fit, Attitude as
Intervening and Intention to Use as dependent variable. The result of
hypothesis analysis reveals that there is a significant impact among all
variables to attitude, but Perceived Ease of Use, it does not apply variable
from those analysis it is depicted that Perceived Ease of Use does not impact to the perception of the implementation of e-banking system in Iraqi banks.
The Impact of Customers Perception on Cost of Internet Banking on Its Usage i...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers have perception that have an effect on usage of internet banking, Customer still feel that internet access fees and internet banking transaction charges are high. Costly internet access and unreasonable pricing of internet banking transactions, hinders usage of the internet and by extension technological solutions offered by commercial banks such as internet banking. Commercial banks can relook into the issue of subsidizing the monthly internet banking maintenance fee so as to attract more users and continued usage.
There has been tremendous growth in mobile banking penetration in many countries in the developed and
developing economies and most interestingly in a number of developing countries such as Nigeria. Yet there are numbers of opportunities and threats in the mobile banking systems. However the major threat of mobile banking is its non-adoption by the banking customers. This research focuses on the perceived barriers to mobile banking adoption in Nigeria as a developing economy. The study adopted an exploratory qualitative method and this was conducted among banking customers spread across three regions of North, West and East of Nigeria. The basis of participants’ selection was being active customers of the Nigerian banks. Findings indicate that there is intention to adopt the mobile banking services; unfortunately, the
intentions cannot be translated into action due mainly to lack of trust on issues such as the delivery
channels/technology, communication infrastructures, government policies, etc. Findings further revealed
that majority of respondents do not use internet and mobile banking services, due to several identified
barriers. There is however a preference for the traditional banking approaches as opposed to the mobile
banking services. The study recommends that banks and other financial institutions embark on massive
awareness campaign.
Customers Perception on Prior Knowledge of Technology and Its Effect on Usage...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers perceptions have an effect on usage of internet banking. Prior knowledge of technology was forund to have an impediment in using internet banking by customers. Not all customers are well versed in using systems used in accessing internet banking- both software and hard ware.
A Study on Role of Technology in Banking Sectorijtsrd
The purpose of this study is to examine the relationship between new technology implementation in banking sector and customers How they are aware about the technologies and how they are using it Data for this study was collected from the customers of various Banking Sectors under the Reserve Bank of India A simple percentage analysis and pie chart will be done According to questioners 30 samples are collected and interpretations are given Findings suggest that most of the customers of bank using ATM facility So the banks need to give awareness about the E-banking services Lastly, the paper is of few papers that focus on technology development in banking industry Aswin Raj. T | Mr. Bala Nageshwara Rao "A Study on Role of Technology in Banking Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-6 , October 2018, URL: http://www.ijtsrd.com/papers/ijtsrd18357.pdf
Analysis on Challenges Small Business Face in using the MBanking/Payment Serv...Dr. Amarjeet Singh
Mobile banking services are at the present
increasingly used to accomplish economic transactions by the
business people who would have followed long processes to
complete their transaction deals. Despite the importance of
mobile banking, several studies indicate that the industry still
faces challenges including lack of awareness among the
business parties and customers. Though large populations of
Kenyans have embraced the new technology in most of their
transactions, the contribution of the new technology on small
scale enterprises has received very little attention from the
scholars. The main purpose of this study was to identifying
and rank the challenges faced by the residents as they try to
embrace the mobile banking services. The study adopted a
survey design where data was collected from selected
respondents. The population of the study comprises of 730
small business enterprises. Simple random sampling technique
was used to select 88 small business enterprises based on 95%
confidence level and accepting 5% margin of error as
recommended for most business and social researches.
Primary data was collected from the respondents. Data was
analyzed by using statistical package for social sciences (SPSS)
and it was presented in the form of graphs, tables and charts.
Analysis of the data revealed that the highest challenge faced
by the business owners was the cost of transaction with a
cumulative percentage of 51.3 as compared with other
challenges.
Factors Affecting the Adoption of e-Commerce among Small Medium Enterprises (...Julius Noble Ssekazinga
To investigate and analyse the factors that affect e-commerce adoption among small and medium sized enterprises (SMEs) in Tanzania and the magnitude of these constraints in Tanzania using the systems framework. as researched by Julius Noble Ssekazinga.
India is a fast becoming country of mobile and internet. Government of India initiative such as “Digital India”, in future our country will become cashless economy. Due to advancement of technology, man becomes more convenient and comfortable. Mobile Wallet is a platform for making payment through mobile. There are various
applications available like google pay, paytm citrus, etc. by using of such platforms payment can become more easy for online shopping, money transfer, utility bill payment, etc. Through mobile payment is very convenient and more secure to the public. Here, is an attempt to make a study on how the mobile wallet used by the consumers and their perception and satisfaction level towards using of such m-wallet payment gateways.
Banking system occupies an important place in Indian economy.
It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a purpose to report the findings of selected banking services which are used by the customers in India.
Factors Affecting the Adoption of E-Commerce among Small Medium Enterprises (...Julius Noble Ssekazinga
Factors Affecting the Adoption of E-Commerce among Small Medium Enterprises (SMEs) In Africa. MBA Thesis / Dissertation in Information sytems Ecomerce in africa by julius ssekazinga noble dissertation
Customers perception of m banking adoption in kingdom of bahrainIJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of their mobile services.
Customers perception of m banking adoption in of bahrain an empirical assess...IJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking
segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of
factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to
consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of
their mobile services.
This study empirically explored the direct effect of e-commerce knowledge and perceived ease of use
on customer acceptance of IT and Migration intention to mobile banking in the province of Aceh, Indonesia. It
also attempted to investigate the indirect effect of the e-commerce knowledge and perceived ease of use on
migration intention to mobile banking through customer acceptance of IT.
It is evident that financial services industry has been undergoing a profound transformation in Nigeria. Rapid changes in the banking environment, increased competition by new players from non-banking sector, product innovations, globalization and technological advancement-all these have led to a market situation in which the battle for consumers is intense. We look at the prospect and challenges of mobile banking services in Nigeria using four selected' banks as case study, reviewed prior literatures on mobile banking, analyze the different factors that impact the market, and give direction for future research on this emerging field. A framework of four contingency and five competitive factors were proposed to facilitate the analysis. Factors affecting mobile services in Nigeria such interoperability, unstable power supply, network problems etc. were identified. Finally, we recommended that non–bank led model of mobile banking be adopted by Nigeria banks to make the services transformational instead of additives as is currently being practiced.
Predictors of Mobile Payment Adoption among Informal Sector in South East Nig...YogeshIJTSRD
Mobile phone has advanced to the extent that it has made life more comfortable and efficient. The comfort of being able to pay for goods and services from any point of transaction, using mobile payment system has become a vital issue as it saves a lot of time and the risks involved in carrying cash. However, Mobile payment system have not taken off as fast as expected especially in the Informal Sector in Nigeria. The slow adoption rate of mobile payment system raise many questions about what influences consumer behavioural intention to adopt. The main objective of this study was to ascertain the Predictors of Mobile Payment adoption among informal sector in South East Nigeria. The study adopted a survey research design and examined the constructs developed from the literature reviewed, which are Perceived Usefulness, Perceived Ease of Use, mobility, payment knowledge, Perceived cost, Perceived Trust and Perceived Risk as regards adoption of mobile payment system, which is supported by the extended Technology Acceptance Model TAM . The data for this study was collected using a structured questionnaire and out of the 665 questionnaire distributed to the mobile phone users, operating under the informal sector of the capital cities of the five states Abia=Umuahia Anambra=Awka Ebonyi=Abakiliki Enugu=Enugu Imo=Owerri that make up South East Nigeria, 484 questionnaires were returned. The findings showed that Perceived ease of use, Perceived usefulness, mobility, Perceived Trust and Perceived Risk significantly influence Behavioural Intention to adopt M payment by the informal sector. While M Payment knowledge and Perceived cost do not significantly influence Behavioural Intention to adopt M payment by the informal sector. The researcher therefore recommends that Mobile payment parties should ensure that they offer mobile payment service at cheap cost so that informal sector will feel convenient to use it as they are mostly price conscious. Anyaeneh Vivian Kamsoluchi | Prof. Irenus. C. Nwaizugbo "Predictors of Mobile Payment Adoption among Informal Sector in South-East Nigeria" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-3 , April 2021, URL: https://www.ijtsrd.com/papers/ijtsrd38707.pdf Paper URL: https://www.ijtsrd.com/management/marketing/38707/predictors-of-mobile-payment-adoption-among-informal-sector-in-southeast-nigeria/anyaeneh-vivian-kamsoluchi
Factors Affecting the Adoption of e-Commerce among Small Medium Enterprises (...Julius Noble Ssekazinga
To investigate and analyse the factors that affect e-commerce adoption among small and medium sized enterprises (SMEs) in Tanzania and the magnitude of these constraints in Tanzania using the systems framework. as researched by Julius Noble Ssekazinga.
India is a fast becoming country of mobile and internet. Government of India initiative such as “Digital India”, in future our country will become cashless economy. Due to advancement of technology, man becomes more convenient and comfortable. Mobile Wallet is a platform for making payment through mobile. There are various
applications available like google pay, paytm citrus, etc. by using of such platforms payment can become more easy for online shopping, money transfer, utility bill payment, etc. Through mobile payment is very convenient and more secure to the public. Here, is an attempt to make a study on how the mobile wallet used by the consumers and their perception and satisfaction level towards using of such m-wallet payment gateways.
Banking system occupies an important place in Indian economy.
It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a purpose to report the findings of selected banking services which are used by the customers in India.
Factors Affecting the Adoption of E-Commerce among Small Medium Enterprises (...Julius Noble Ssekazinga
Factors Affecting the Adoption of E-Commerce among Small Medium Enterprises (SMEs) In Africa. MBA Thesis / Dissertation in Information sytems Ecomerce in africa by julius ssekazinga noble dissertation
Customers perception of m banking adoption in kingdom of bahrainIJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of their mobile services.
Customers perception of m banking adoption in of bahrain an empirical assess...IJMIT JOURNAL
Mobile applications have been rapidly changing the way business organizations deliver their services to
their customers and how customers can interact with their service providers in order to satisfy their needs.
The use of mobile applications increases rapidly, and has been used in many segments including banking
segment. This research aims at extending the Technology Adoption Model (TAM) to incorporate the role of
factors in influencing customer’s perception towards M-banking adoption. Furthermore, the extended TAM
model was evaluated empirically to measure its impact on M-banking adoption in of Bahrain. The model
was evaluated using a sample survey of 372 customers. The results reveal that the intention to adopt mobile
banking is mainly affected by specific factors which are: Perceived Usefulness and Ease of Use. On the
other hand, some factors such as perceived cost and perceived risk did not show any affect on the users'
intention to use mobile banking. The result of this research is beneficial for banking service managers to
consider the factors that can enforce the Mobile Banking services adoption and increase the take-up of
their mobile services.
This study empirically explored the direct effect of e-commerce knowledge and perceived ease of use
on customer acceptance of IT and Migration intention to mobile banking in the province of Aceh, Indonesia. It
also attempted to investigate the indirect effect of the e-commerce knowledge and perceived ease of use on
migration intention to mobile banking through customer acceptance of IT.
It is evident that financial services industry has been undergoing a profound transformation in Nigeria. Rapid changes in the banking environment, increased competition by new players from non-banking sector, product innovations, globalization and technological advancement-all these have led to a market situation in which the battle for consumers is intense. We look at the prospect and challenges of mobile banking services in Nigeria using four selected' banks as case study, reviewed prior literatures on mobile banking, analyze the different factors that impact the market, and give direction for future research on this emerging field. A framework of four contingency and five competitive factors were proposed to facilitate the analysis. Factors affecting mobile services in Nigeria such interoperability, unstable power supply, network problems etc. were identified. Finally, we recommended that non–bank led model of mobile banking be adopted by Nigeria banks to make the services transformational instead of additives as is currently being practiced.
Predictors of Mobile Payment Adoption among Informal Sector in South East Nig...YogeshIJTSRD
Mobile phone has advanced to the extent that it has made life more comfortable and efficient. The comfort of being able to pay for goods and services from any point of transaction, using mobile payment system has become a vital issue as it saves a lot of time and the risks involved in carrying cash. However, Mobile payment system have not taken off as fast as expected especially in the Informal Sector in Nigeria. The slow adoption rate of mobile payment system raise many questions about what influences consumer behavioural intention to adopt. The main objective of this study was to ascertain the Predictors of Mobile Payment adoption among informal sector in South East Nigeria. The study adopted a survey research design and examined the constructs developed from the literature reviewed, which are Perceived Usefulness, Perceived Ease of Use, mobility, payment knowledge, Perceived cost, Perceived Trust and Perceived Risk as regards adoption of mobile payment system, which is supported by the extended Technology Acceptance Model TAM . The data for this study was collected using a structured questionnaire and out of the 665 questionnaire distributed to the mobile phone users, operating under the informal sector of the capital cities of the five states Abia=Umuahia Anambra=Awka Ebonyi=Abakiliki Enugu=Enugu Imo=Owerri that make up South East Nigeria, 484 questionnaires were returned. The findings showed that Perceived ease of use, Perceived usefulness, mobility, Perceived Trust and Perceived Risk significantly influence Behavioural Intention to adopt M payment by the informal sector. While M Payment knowledge and Perceived cost do not significantly influence Behavioural Intention to adopt M payment by the informal sector. The researcher therefore recommends that Mobile payment parties should ensure that they offer mobile payment service at cheap cost so that informal sector will feel convenient to use it as they are mostly price conscious. Anyaeneh Vivian Kamsoluchi | Prof. Irenus. C. Nwaizugbo "Predictors of Mobile Payment Adoption among Informal Sector in South-East Nigeria" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-3 , April 2021, URL: https://www.ijtsrd.com/papers/ijtsrd38707.pdf Paper URL: https://www.ijtsrd.com/management/marketing/38707/predictors-of-mobile-payment-adoption-among-informal-sector-in-southeast-nigeria/anyaeneh-vivian-kamsoluchi
MCDM TECHNIQUE TO EVALUATING MOBILE BANKING ADOPTION IN THE TOGOLESE BANKING ...IJDKP
Development of new technological innovations in networks, platforms, and financial institutions has
empowered m-banking service providers to target their business strategies plan with confidence.
Nevertheless, lots of service innovations have failed to generate revenue due to lagging adoption issues.
Even though, several prior researches have focused on the factors that influence the acceptance of mbanking,
there is limited empirical study which simultaneously take the success factors (perceived benefit)
and resistance factors (perceived sacrifice) that contribute to the customers adoption of m- banking.
Furthermore, most previous researches investigate on the overall aspects related to the adoption of mobile
banking, have used multiple regression methods (structural equation modeling or technology acceptance
technique) or some MCDM tools. However, these studies still have some shortcoming due to lack of
delivering the enough information about these factors and their prioritizing facets. Nowadays, only those
organizations which major goal is to achieve customer’s expectations with maximum quality can be
successful in the market environment. This research reviewed the literature, took the advice from the
experts in the field of m-banking service, and constructed the structural hierarchical table of the factors
that affecting perceived value on consumers' adoption of mobile banking. Via a pairwise comparisons
scale, a questionnaire designated was distributed to some university students in Lomé-Togo and later used
AHP (Analytic Hierarchy Process) to weigh each criteria, sub-criteria and alternative in order to rank
them according to their preference. The finding revealed that financial risk is the utmost factor impacting
the m-banking adoption, follow by money saved element. Both factors explain how consumers are more
concerned with the financial or monetary issues and far ahead Security & Privacy risk come to confirm
that, Togolese Banking industry should guarantee the safety and personal detail issues when customers are
dealing with this m-banking technology.
This research contributes to the existing literature by providing new insights to how AHP can be applied to
assess consumer’s preference in m-banking in a developing country. Moreover, knowledge acquire from
the influential factors will enable firms to better exploit their scarce resources, by formulating management
strategies based on the priorities of these factors, and consequently, satisfy consumer needs and wants at
lower cost while greater efficiency should be promoted.
ANALYSIS OF MOBILE PAYMENT INFLUENCING FACTORScscpconf
With the exponential proliferation of mobile devices in the consumer market, wireless e-business
is emerging as a key area to revolutionise industries. In the past few years, industry has
witnessed an increase in the adoption of mobile payment and billing methods that leverage on
wireless technologies. Yet, the success of mobile payments in businesses much depends on
many factors such as, type of wireless technologies used, security options available, the players
involved and their influencing m-business models. This paper examines mobile payments in
both technical as well as business perspectives. It identifies and analyses the influencing factors
from multi-dimensions that would be useful for adopting mobile payments.
Assessing Bank Customers Perception and Ease of using Automated Teller Machin...ijtsrd
This study assessed the level of satisfaction among Automated Teller Machine ATM users in Awka Metropolis. The examined aspects of satisfaction efficiency and ease of use all viewed from the perspective of the customers. The Survey Research Design was adopted for the study. The study used a sample of 100 bank customers in Awka South Local Government Area. The study used Primary data source through the use research questionnaire to obtain data from the respondents. The data obtained from the respondents were analyzed using descriptive methods such as means and percentages. The findings revealed that bank customers agreed that Automated Teller Machines in Awka were easy to use and efficient. The researcher recommended among other things that commercial banks should develop a working system that ensures that there are always cash in the Automated Teller Machines. Osakwe Charity Ifunanya | Akunna Racheal Chika "Assessing Bank Customers Perception and Ease of using Automated Teller Machines in Awka Metropolis" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-7 | Issue-1 , February 2023, URL: https://www.ijtsrd.com/papers/ijtsrd52686.pdf Paper URL: https://www.ijtsrd.com/management/accounting-and-finance/52686/assessing-bank-customers-perception-and-ease-of-using-automated-teller-machines-in-awka-metropolis/osakwe-charity-ifunanya
Impact of Information Technology on Performance of Banks in NigeriaAJHSSR Journal
Over the last two decades, the Nigerian banking sector has witnessed some upsurge in the use
of technology for service delivery. However, concerns have been expressed as to whether cost and other
challenges of adopting information technology can be justified by performance. Accordingly, this study sought
to examine the relationship between different e-banking channels and the profitability of organisations in
Nigeria. Four e-banking channels,(automatic teller machines, point of sales, internet banking transactions and
electronic mobile banking) were identified and regressed against return on equity (ROE) of Deposit Money
Banks operating in Nigeria between 2006 and 2016. A panel data regression model was formulated and tested
using the generalized method of moment approach. The result revealed that the overall impact of electronic
banking on profitability of Deposit Money Banks operating in Nigeria was significant and positive. The study
recommends that critical stakeholders and beneficiaries of electronic banking – the government, regulatory
authorities and the banks should collaborate to put in place an enabling operating environment and an effective
regulatory framework to bring about optimal deployment of these services to customers
The Effect of Customers Perception on Security and Privacy of Internet Bankin...paperpublications3
Abstract: Internet banking allows banks to provide information and offer services to their customers conveniently using the internet technology. However, studies have shown that customers have perceptions that impact on the uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research design while a stratified random sampling technique was used to select subjects to represent the target population which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384 respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were received and analysed. Based on the findings of the research it was concluded that customers have perception that have an effect on usage of internet banking. Customers both users and potential, are still apprehensive about the security of internet banking transactions and privacy of their sessions while online. Due to increased phishing, on online scams and frauds perpetrated online customers are reluctant to adopt or continue using internet banking. It is the responsibility of commercial banks to sensitize their customers and assure them that it is safe to access internet banking from both a private and public network. They should provide customers with guidelines on how to safe guard their information and secure their log on credential while using both private and public networkKeywords:Internet banking, commercial bank, Technology Acceptance Model, customer perceptions.
Title:The Effect of Customers Perception on Security and Privacy of Internet Banking On Its Usage in Commercial Banks in Kenya
Author:Dr. Stephen Titus Waithaka, Kilembwa Muthengi Joseph Nzeveka
ISSN 2350-1022
International Journal of Recent Research in Mathematics Computer Science and Information Technology
Paper Publications
Personal innovativeness and facilitating conditions in shaping the outlooks ...IJECEIAES
The study investigated the determinants of m-banking adoption among generation Y (Gen-Y) in Malaysia. The study underpinned the technology acceptance model as the main guideline or a blueprint for analyzing the research model. The study applied a survey research design and investigated structural equation modeling (SEM) under the partial least-square SEM (PLS-SEM) technique using SmartPLS 2.0. A total 358 m-banking users in Malaysia were exerted as respondents who were randomly selected and then investigated. The results of the analysis conducted with PLS-SEM reveal the existence of usage convenience, facilitating conditions, and personal innovation in information technology that has been remarkably influenced by the outlooks that have adopted m-banking in the country of Malaysia. In addition, the usage convenience that has been felt and facilitated by the conditions found can affect the appraised practicality of m-banking remarkably. Finally, the usage convenience of m-banking that is felt among Gen-Y in Malaysia is influenced by the remarkable activation of personal conditions and innovations exerted in information technology.
A STRATEGIC FRAMEWORK FOR MOBILE PAYMENTSIJMIT JOURNAL
With the exponential proliferation of mobile devices, smart phones and apps in the consumer market,
mobile payment is emerging as a key area to revolutionise the everyday financial life of both consumers
and merchants. The past few years have witnessed an increase in the adoption of digital payments and
online billing methods that leverage on wireless technologies and the Internet. However, the success or
failure of mobile payments in businesses is a hot topic today due to the multi-faceted factors such as, type
of wireless technologies used, security and privacy, the players involved and their influencing business
models, including consumer factors relating to interoperability, flexibility, ease-of-use and social
marketing. This paper examines mobile payments in all perspectives: technical, social as well as business
viewpoints and provides a strategic framework for a successful mobile payment adoption.
Strategic framework for mobile paymentsIJMIT JOURNAL
With the exponential proliferation of mobile devices, smart phones and apps in the consumer market, mobile payment is emerging as a key area to revolutionise the everyday financial life of both consumers and merchants. The past few years have witnessed an increase in the adoption of digital payments and
online billing methods that leverage on wireless technologies and the Internet. However, the success or failure of mobile payments in businesses is a hot topic today due to the multi-faceted factors such as, type of wireless technologies used, security and privacy, the players involved and their influencing business models, including consumer factors relating to interoperability, flexibility, ease-of-use and social
marketing. This paper examines mobile payments in all perspectives: technical, social as well as business
viewpoints and provides a strategic framework for a successful mobile payment adoption.
The Role of Technology Acceptance Model in Explaining Effect on E-Commerce Ap...IJMIT JOURNAL
Today e-commerce has become crucial element to transform some of the world countries into an information society. Business to consumer (B2C) in the developing countries is not yet a normalcy as compared to the developed countries. Consumer behaviour research has shown disappointing results regarding the overall use of the Web for online shopping, despite its considerable promise as a channel for commerce. As the use of the Internet continues to grow in all aspects of daily life, there is an increasing need to better understand what trends of internet usage and to study the barriers and problem of ecommerce adoption. Hence, the purpose of this research is to define how far Technology Acceptance Model (TAM) contributed in e-commerce adoption. Data for this study was collected by the means of a survey conducted in Malaysia in 2010. A total of 611 questionnaire forms were delivered to respondents. The location of respondents was within Penang state. By studying this sample, conclusions would be drawn to generalize the interests of the population.
Analysis of Factors Affecting the Customer’s Satisfaction with reference to A...iosrjce
This is an age of technology. Now, all types of organizations are adopting the modern technology
for providing efficient services to the customers. This study is an attempt to find out the significant factors that
affecting the customer‟s satisfaction in ATM (Automated Teller Machine) service in Dhaka city. The results of
reliability test, factor analysis, and regression analysis focuses that cost of services of ATM, ATM network,
security in transactions of ATM, location of ATM Centers, and maximum withdrawal limit per day are the most
vital factors in customers satisfaction of ATM services. Finally it is evident from the study; overall 62% of the
customers are satisfied by using ATM services in Dhaka city.
IOSR Journal of Business and Management (IOSR-JBM) is an open access international journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The impact of knowledge based trust (kbt) on the adoption and acceptability o...ijcsit
The introduction of cashless policy in Nigeria had gained a number of reactions over the adoption of
cashless economy (or cashless banking). The implication of this is that not many people have the
understanding of the benefits the cashless system would accrue to entire Nigerian populace. Although,
many have argued that the technological infrastructures available for the implementation of the cashless
economy is still a matter of concern. This study attempts to examine the impact of integrating Technology
Acceptance Model (TAM) with Knowledge-based Trust (KBT) on the adoption and acceptance of cashless
economy among Nigerian populace. We designed a paper-based questionnaire to harvest people’s view
about their intention on the adoption of cashless economy in Nigeria as well as their readiness to accept
the policy. Consequent upon the impact of trust on the acceptability of the cashless economy, we formulated
some hypotheses which was analysed with the use of T-statistics. The results of the hypothesis testing
indicate that the integration of KBT with TAM has a significant relationship on intention towards the
adoption and acceptance of cashless economy in Nigeria.
1. www.theinternationaljournal.org > RJSSM: Volume: 03, Number: 04, August-2013 Page 91
Abstract—The paper examines factors that most importantly affect customer adoption of ATMs in
Ghanaian banking industry. The study was a cross-sectional survey that employed the use self-
administered questionnaire to collect data from a sample of 256 respondents through personal contact.
Through confirmatory factor analysis approach using AMOS 18.0, the findings indicatethat,two items
of perceived ease of use, four items of perceived benefits and two items of perceived barriers critically
affect the adoption of ATMs in the research context. Given that the research model is theoretically
grounded and indicateshigh goodness-of-fit indices, factor loadings, validity and reliability, it offers
practitioners the basis for developing effective customer driven strategies for delivering ATM services.
In spite of the limitations of the study, the findings also confirm and further our understanding of
factors affecting consumer adoption of technology in electronic banking.
Index Terms—banking industry, Automated Teller Machine, Ghana, perceived benefits,
perceived ease of use, perceived, barriers, self-service, TAM, Confirmatory factor analysis.
I. INTRODUCTION
Information and communications technologies (ICTs) are now used in business to bring in new
products, service market opportunities and developing more information system that is business
oriented and supports management processes such as planning, controlling and co-ordination [1]. In
recent times, the impact of ICTs in the banking industry has been greatly felt as most banks in
developed and developing parts of the world are now offering internet banking services with various
levels of sophistication as a competitive strategy [2], [3].
Since banking started in Ghana in 1894, the deployment of ICTs in the banking industry has grown
from one level of complexity to another.The government of Ghana established an ICT framework to
facilitate the development of ICT in all sectors of the economy (ICT4AD, 2003) and the e-zwich
electronic payment platform that was initiated in 2008 to facilitate business, competition and better
delivery of services in the economy [4]. Many of the commercial banks in Ghana now offer many
kinds of electronic banking services platform and a wide range of electronic products and transactions,
some of which allow customers to receive their monthly bank statements via e-mail, online checking
of accounts balance, online transfer of funds, the use of electronic cash systems, and for
communicating to customers on regarding bank statements, other banks use internet banking services
to allow business customers to make inter-bank financial transactions and information sharing [5]- [7].
One of the electronic banking tools that has gain the attention of banking management and scholars
alike is the use of the Automated Teller Machine (ATM) services. As competition in the Ghanaian
banking industry becomes keener with over 25 banks and other non-bank financial institutions,
industry players continue to find strategic ways of becoming relevant and competitive in order to
survive in the banking market. Banking firms that attempt to provide superior service quality to
customers with the help of ATM services as a means of raising the level of customer satisfaction and
overall experience of banking services in order to generate loyalty in customers [8]-[10].
Existing literature on the use of ATM and its services in African countries are generally scanty, and
Simon Gyasi Nimako,
Department of Management Studies Education, University of Education, Winneba, and
Accra Institute of Technology Business School, Accra – Ghana, West Africa.
E-mail: sim.ekomerce@gmail.com
Nana Kwame Gyamfi
Department of Computer Science, Kumasi Polytechnic, Kumasi – Ghana,
West Africa.
E-mail:emeritusbrains@gmail.com
Critical ATM Adoption Factors in Ghanaian Banking Industry: CFA approach
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those that exist seem to be very limited in scope and methodology. First, research on the use of ATMs
in Sub-Sahara Africa (SSA) is limited in general as there are few papers that have contributed
knowledge on the use of ATMs in Sub-Sahara Africa. These include studies such as reference [11] in
Bostwana, reference [12]-[16] in Nigeriaand an initial exploration in Ghana [17]. Second, most of
these previous studies have included either small sample size or customers from one or two banking
institutions, giving very limited results within each country. Third, these previous studies used mostly
descriptive statistics and multiple regression analysis to describe important factors that affect ATM
adoption in the Sub-Sahara Africa. Apart from a few such as [13], much of the previous studies did not
attempted to study the phenomenon of ATM adoption using methodology and data analysis techniques
such as Confirmatory Factor Analysis (CFA) or Structural Equation Modelling (SEM) that have been
recommended over multiple regression and descriptive analysis in terms of their robustness [18].
While these previous studies have provided us with a preliminary findings, more empirical studies
that incorporate robust methodologies are needed to further our understanding on the factors that affect
the adoption of ATMs in banking industry that are critical to specific research context. This paper is an
attempt to fill this void in the electronic banking literature by employing Confirmatory Factor Analysis
(CFA) to study ATM adoption factors, especially in the SSA, which is a region in dire need of ICT
development and probably one with the greatest need of research attention in e-banking.
The findings of this study would also provide empirical knowledge to management of e-banking
systems, and in particular ATMs to understand the critical ATM factors that should be used to develop
successful banking strategy. In view of this, the main purpose of this paper is to determine the most
important factors that influence the adoption of ATM services among customers in the Ghanaian
banking industry (GBI) through CFA approach. Specifically, the study sought to address the following
objectives
1. To determine most important perceived benefits in consumer adoption of ATM services in
GBI.
2. To determine most important perceived barriers in consumer adoption of ATMs in GBI.
3. To determine most important factors that underlie perceived ease of use in consumer
adoption of ATMs in GBI
II. LITERATURE REVIEW AND RESEARCH MODEL
A. Self-service Delivery and Technology
ATMs are part of Self-service technologies (SSTs). In recent times the application of SST have been
prevalently in many industries, including airline, banking, travel, hotel, financial, and retailing since
the automated teller machines (ATMs) were introduced several decades ago. Today, SST have
produced great economic value [19], apart from its wide varieties of applications including automated
hotel checkout, flight ticket checkouts at kiosks or online, internet shopping, paying bills online,
banking via ATMs, and many others [20].
ATM is a computerised telecommunication device that provides the customers of Banks the facility of
accessing their accounts for dispensing cash and to carry out other financial transactions without the
need of actually visiting a Bank Branch. The ATM cards/debit cards that usually permit cash
withdrawal can be used at a Bank’s ATM for various transactions [21].The ATM like any SST enables
consumers to become service coproducers rather than only service receivers [22]. Not only do ATMs
shift a traditional service pattern that completely separates production and consumption, but also
change the role and the behavior of consumers. Consequently, it becomes essential to management and
scholars to study the adoption ATMs in specific industries and research contexts to determine which
factors affect the adoption of the technology.
B. Theory of Technology Acceptance
In the last three decades, the integration of ICT into business has received considerable attention of
scholars and practitioners in many areas of business [23]. As a result researchers have made many
attempts to develop and test models to help in predicting technology acceptance. Among these models,
the Technology Acceptance Model (TAM) developed by Davis, Bagozzi, &Warshaw[24] has provided
useful foundation for understanding the factors that drive technology acceptance, and has therefore
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been one of the most widely adopted theoretical framework in understanding user acceptance of
technology [25].
The TAM came from Ajzen and Fishbein’s (1980) Theory of Reasoned Action (TRA) [26]. The
TRA presupposes that beliefs and attitudes are related to individuals’ intentions to perform. It holds
that attitude toward a behaviour is determined by behavioural beliefs about the consequences of the
behaviour and the affective evaluation of those consequences on the part of the individual. Based on
TRA, the TAM was developed to address the issue of how users come to accept and use a technology.
According to the TAM, perceived usefulness and perceived ease of use of the technology in question
are hypothesized to be fundamental determinants of user acceptance. The TAM posits that users’
actual or behavioural acceptance is principally determined by behavioural intentions to use the
technology in question. Behavioural intentions are in turn influenced by the user’s attitude towards
technology. Reference [24] stated that perceived usefulness and perceived ease of use are beliefs that
lead to favourable attitudes and intentions to accept and use technology. Figure 1 shows the
Technology Acceptance Model.
Fig. 1 Technology Acceptance Model (Adapted from Davis, Bagozzi, &Warshaw, 1989).
Note: INT – Intention to Use Technology, ATT- Computer Attitude, PEU – Perceived Ease of Use,
PUS – Perceived Usefulness, EXT – External Variables.
Despite the fact that the TAM has been criticized of having attracted a lot of modifications and
extensions, suggesting that the model is inadequate to explain technology acceptance in many research
context [25], it continues to be empirically proven for its ability to predict about 40% of a system use
[23], and has received praise for its parsimony and predictive powers over the years, The
TAM.Therefore, could become an important reference theory in understanding the critical dimensions
of ATM adoption in the research context.
C. The Research Model
The conceptual framework for this study (Figure 2) is based on the information systems literature and
preliminary focus group interview conducted by the researchers in the research context. Apart from,
perceived usefulness and perceived ease of use, another factor that came up in the focus group
interview was some perceived challenges or barriers.
1. Perceived usefulness (PU). PU is defined as the degree to which a person believes that using a
particular technology will enhance his or her job performance [24], or personal and/or the adopting
organization’s well-being. In the research context, the perceived usefulness of ATM services
refers to the extent to which customers believe that using ATM would be beneficial to them. In this
study it was described as Perceived benefit (PBE). The preliminary focus group interviews for this
study lend support to previous qualitative research findings in the Sub-Sahara Africa. These studies
found that customers often cited the following benefits that they derive for using ATM services
[11]-[17]: ability to cash money without wasting too much time, for balance enquiry, easy access
to mini bank statement of services, overall convenience of ATM servuces, personalized self-
services, privacy issues, having access to account every time, 24/7.
2. Perceived ease of use (PEU).PEU refers to the degree to which a person believes that using a
particular technology will be free of effort [24]. It is possible that while users may believe that
computers are useful, they may be, at the same time, too difficult to use and that the performance
benefits of usage are outweighed by the effort of using the application [24]. In the context of ATM
INT
PUS
EXT
PEU
ATT
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adoption perceived ease of use includes items such as the proximity of ATM location, simple ATM
instructions, convenience in using ATM, among others [11]-[17].
3. Perceived Barriers/Challenges (PBA). The use and therefore the adoption of ATMs come with
barriers which could influence customers’ level of ATM adoption. Many previous studies in the
Sub-Sahara Africa have identified, through qualitative research, a number of factors that are
usually perceived by customers as challenging or barrier in the adoption of ATMs [11]-[17], [28].
These factors include: unavailability of transaction receipt, long queue at the ATM location,
breakdown or non-functioning of ATM, fear of criminals getting access to customer’s ATM
code(Security risk issues), inadequate number of ATMs, ATMs not being user friendly, among
others.
Fig. 2 Research Model. It depicts the proposed underlying factors affecting ATM adoption in GBI
used in the CFA.
III. METHODOLOGY
A. Population
The target population consists of banking customers of five banks, Ghana Commercial Bank Ltd.,
United Bank for Africa, Ecobank Ghana,Barclays Bank Ghana and AMA Bank Ltd.These banks were
chosen as they are part of the key players in the GBI with respect to electronic banking services.
B. Sampling
The convenient sample size of 400 banking customers were sampledfrom the five chosen
banksrespondents, 80 from each sub-group. In selecting the 200 respondents, a purposive sampling
method was used to consciously select customers who meet the criteria of having used ATM services
of these banks for the past twelve months.
C. Data Collection Instrument
A self-administered structured questionnaires was developed based on focus group interview and
literature review to gain insight into the critical benefits and barriers that are latent in the consumer
adoption of ATM in GBI. A preliminary focus group interview was conducted to gain insight into
PEU, PUS, and PBA aspects of the adoption of ATMs in GBI. The outcome was combined with
findings from existing empirical studies to develop the questionnaire. The questionnaire contained
included two sections. Section one contained bio data of respondents – gender, age, education, income
and marital status. Section two focused on the three constructs PBA, PBE and PEU, which together
had 19 items, three for PEU, ten for PBE and six for PBA (See Table 1). Respondents were asked to
respond tothe measurement items on a five-point Likert scale ranging fromStrongly Disagree,
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Disagreed, neutral, Agree, and Strongly agree, coded from 1 to 5 respectively. The initial reliability of
the instrument for all the 19 items was assessed through the Cronbach alpha; it produced a value of
0.773 which is a little above the recommended alpha of 0.70 [18].
IV. DATA ANALYSIS
A. Data Analysis Methods
Data was analysedusing SPSS version 16.0 for descriptive statistics and Cronbach alpha reliability
test, and AMOS version 18.0 to perform Confirmatory Factor Analysis (CFA) of the constructs and
their respective indicatorsin proposed measurement model (Figure 1). CFA is a confirmatory
technique that involves testing whether a hypothesized measurement model is valid and reliable. It
tests the relationship between a latent construct and its proposed measures [18]. In CFA, the proposed
measurement model is implied from previous empirical findings and theoretically validated constructs.
Thus, while CFA is driven by theory, exploratory factor analysis is derived from statistical results of a
population sample [18].The following are some useful guidelines and steps involved in CFA [18],
[27]:
1. Define individual constructs based on theory;
2. Develop the overall measurement model to ensure that each construct has at least two or three
indicators for unidimensionality, are congeneric, are identified as formative or reflective
appropriately;
3. Design a study to produce empirical results by ensuring adequate sample size (minimum of 200
cases), using appropriate estimation method, checking for errors in specification of measurement
model; and
4. Assess measurement model validity by assessing the model fit using several fit indices with
recommended benchmarks [18, see Table 2]; ensuring a minimum of 0.50 standardized
regression estimates for each indictor, conducting diagnostic tests using path estimates,
modification indices and standardized residuals.
The following sections describe the procedures and results of the CFA using AMOS 18.0 for
Windows. It begins with results on background information about respondents in the study.
B. Respondents’ Characteristics
The study involved respondents with varied background characteristics. In terms of gender, 70.3% of
the respondents were males and 29.7% were females. 25.8% of the respondents were below 25 years
and 51.6% were between 25 and 35 years, and 19.5% between 36 and 45 years respectively, while
3.1% were between 46 and 55 years. This implies that majority of them were in the economically
active population (25 – 45 years). All respondents were educated with majority of them, 87.1% having
tertiary education, while 10.9% had Senior High School (SHS) and 7% had post-SHS education. In
terms of monthly income, few of them, 10.9% earned below GH¢100, 56.2% earned between GH¢101
to ¢500, while 19.5% and 10.2% earned between GH¢501 to GH¢1000 and GH¢1001 – 1500
respectively. 3.1% of them earned above GH¢1500. 60.9% of the respondents were operating savings
accounts, 33.6% operated current accounts and 5.5% held other banking accounts with their banks.
TABLE 1
CONSTRUCTS AND INDICATORS
Code Item FL
Perceived Barrier to Adoption
PBA1 Charges for the ATM are expensive 0.450
PBA2 Information on the ATM are secured 0.345
PBA3 ATM gets damaged or destroys easily 0.561
PBA4 ATM gets lost easily 0.322
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PBA5 Replacing of lost card takes a long process 0.544
PBA6 ATM breaks down and not always available 0.536
Perceived Ease of Use
PEU1 ATM has simple instructions to follow for its use. 0.663
PEU2 ATM is convenient to use 0.841
PEU3 ATM easy to locate for use -0.143
Perceived Benefits
PBE1 Helps me to cash and access money quickly 0.685
PBE2 Helps me to check my balance quickly 0.611
PBE3 Gives me privacy for information on my accounts when checking my
balance
0.685
PBE4 Helps me cash money without anybody seeing me 0.432
PBE5 Helps me reduce the time needed for banking services 0.664
PBE6 Gives me enough freedom to serve myself 0.651
PBE7 Helps me to learn the usage of modern banking technology 0.616
PBE8 Always available for me to access banking services anytime 0.425
PBE9 Gives me a sense of personalised services 0.666
PBE10 Gives me recognition that i am a customer of the bank 0.508
Note: Table 1 shows the measurement constructs, their indicators and their respective initial Factor
Loadings (FL).
C. Procedures inConfirmatory Factor Analysis
First, as demonstrated in the literature review, all the constructs were based on theory and empirical
findings [24], [12]-[17]. Second, all the constructs in the proposed model are typically reflective in that
each of the variables in the proposed model are manifestations of the constructs they represent [18],
[27]. Together the constructs reflect factors that underpin user adoption of ATM in the research
context. Since each construct has more than two measurement items in the original model as shown in
the questionnaire (see Table 1) and at least two indicators in the final model, they can be said to be
unidimensional and congeneric. The study involved a cross-sectional survey that resulted in a useable
sample size of 256 which satisfies the sample size requirement for CFA.
Given the above satisfactory conditions, and the fact that the data appears to be normally distributed,
Maximum Likelihood estimation methods was deemed appropriate. As a result the output of AMOS
18.0 programme identified the model as recursive and admissible with the initial corresponding factor
loadings (FL)for each of the 19 indicators presented in Table 1. An examination of the initial factor
loadings revealed that some six of them were below the recommended 0.50 as indicated with the
strike-through (PBA1, PBA2, PBA4, PEU3, PBE4 and PBE8), so they were removed from the
analysis. Furthermore, diagnostic tests were run on the remaining 13 items using the modification
indices and the standardized residuals of the variables to reveal problematic variables. The results
indicated that some of the 13 remainingindicators had high covariance above 4 and residuals above 2,
which are indications that their corresponding observed variables highly covaried or had entry
problems. Since there were no entry problems upon critical examination of the original dataset, it
became apparent that those problematic observed variables were redundant. The problematic variables
are PBA3, PBE2,PBE4, PBE6, PBE7, PBE9, and PBE10. Again following the recommendation for
dealing with such problematic variables [18], [27], the most appropriate option was to delete those
observed variables because their deletion will not render the construct invalid. After deleting those
redundant variables, the model goodness-of-fit indices were improved significantly as shown in Table
2.
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D. Model Goodness-of-fit
In using CFA, the measurement model is expected to show a good model fit indices before
proceeding to examine the psychometric properties of the model. The usual method is the use of the
chi-square method or the ratio of the chi-square to its degree of freedom, with a value less than 3
indicating acceptable fit [18], [27]. However, due to the fact that the chi-square of the default model
could be affected by large sample size greater than 250, many researchers recommend a combination
of several fitness indices for judging fitness of a structural model [18]. Several benchmarks for good-
fit indices have been suggested by many scholars [18], [27], [29] as shown in Table 2. Reference [18]
advise that to provide strong evidence of good model fit, a combination of at least one absolute
goodness-of-fit measure, one absolute badness-of-fit index, one incremental fit measure and one
comparative fit index should be used.
In this study, as shown in Table 2, all the fit-indices are either very close to or better than their
corresponding recommended values. Though the Chi-square shows a significant value (p = 0.011), this
is probably due to the large sample size, the rest of the fit indices appear satisfactory: the Chi-square to
the degree of freedom (CMIN/Df = 2.213, GFI = 0.975, AGF = 0.935, RMR = 0.029, RMSEA =
0.069, NFI = 0.957, CFI = 0.975, IFI = 0.76, and PCGF = 0.511. Therefore, there is good fit for the
model. Thus, we proceed to examine the standardized co-efficient for the estimated measurement
model.
TABLE 2
MODEL GOODNESS-OF-FIT
Goodness-of-fit Indices, Bench-mark value
Absolute goodness of fit
Chi-square (CMIN) P >0.05 0.011
Chi-square/degree of freedom ≤ 3 2.213
Goodness-of-fit Index (GFI) ≥ 0.90 0.975
Adjusted Goodness-of-fit (AGF) ≥ 0.80 0.935
Absolute badness of fit
Root Mean Residual (RMR) ≤ 0.1 0.029
Root mean Square Error of Approximation (RMSEA) ≤ 0.08 0.069
Incremental fit measure
Normed Fit Index (NFI) ≥0.90 0.957
Incremental Fit Index (IFI) ≥0.90 0.976
Comparative Fit Index (CFI) ≥ 0.90 0.975
Parsimony fit measure
Parsimony Comparative Fit (PCGF) ≥ 0.50 0.511
Table 2 is the goodness of fit indices for the model after CFA
E. Reliability
Reliability refers to the extent to which a measuring instrument yields consistent results under
similar conditions [18]. It is judged by strong theoretical basis for all construct indicators, high factor
loadings greater than or equal to 0.5 and high composite reliability (CR) value greater than or equal to
0.7 [18]. As mentioned earlier, all items in the model are derived from the literature, construct item
reliability values are shown by the factor loadings (FL) presented in Table 3. After the refinement of
scale, the Cronbach alphas indicate values greater than 0.70 for each construct, implying acceptable
level of reliability for each construct, except PBA which was 0.60.
F. Construct Validity
Construct validity are assessed through convergent validity and discriminant validity [18].
Convergent validity could be assessed through item reliability, composite reliability, and the average
variance extracted (AVE) [18]. As already demonstrated for item reliability in Table 3, the factor
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loadings of items to their respective constructs are strong providing evidence to support the convergent
validity of the items measured [27], [29]. The composite reliability, which is a measure of internal
consistency comparable to coefficient alpha [18], [27, [29]] are above 0.70, implying acceptable level
of reliability for each of constructs. Finally, convergent validity is judged to be adequate when AVE
equals or exceeds 0.50. As shown in Table 3, all the AVE values in the diagonal are greater than 0.5
and the composite reliability (CR) are all above the recommended 0.70. Therefore, taken together, the
evidence from the high composite reliability values, high factor loadings, combined with high AVE
estimates provide strong evidence in support of convergent validity.
G. Discriminant Validity
Discriminant validity refers to the extent to which the measure of a construct does not correlate with
measures of other constructs, and thus measures the extent to which constructs are different. At the
construct level, discriminant validity is considered adequate when the variance shared between a
construct and any other constructs in the model (covariance) is less than the variance which that
construct shares with its measures (AVE) [18], [29]. As indicated in Table 3, the AVE estimates in the
diagonal are greater than the covariance below the diagonal (inter-construct correlations), therefore,
discriminant validity appears satisfactory at the construct level in the case of all constructs. This
indicates that each construct shared more variance with its items than it does with other constructs.
Since the results show good discriminant validity for the constructs, the constructs in the proposed
research model are deemed to be adequate.
TABLE 3
FACTOR LOADINGS, RELIABILITY AND DESCRIPTIVES
Items FL α CR MEAN SD
PBA 0.601 0.793
Item 1 0.577 3.593 0.756
Item 2 0.683 4.156 0.834
PEU 0.707 0.861
Item 1 0.704 3.976 1.036
Item 2 0.779 3.914 0.962
PBE 0.752 0.844
Item 1 0.676 4.093 1.020
Item 2 0.629 3.976 1.028
Item 3 0.840 4.112 0.975
Note: FL –Factor Loading; α–Cronbach alpha; CR – Composite reliability; SD –Standard deviation;
X – Means;
TABLE 4
AVE AND INTERCONSTRUCT CORRELATIONS
Constructs PBA PEU PBE
PBA 0.573
PEU 0.230 0.728
PBE 0.170 0.613 0.856
Note: The covariance are below the diagonal, AVE estimates are in diagonal.
V. DISCUSSION AND IMPLICATIONS
A. Theoretical Implications
The main purpose of this paper is to determine the most important factors that influence the adoption
of ATM services among customers in the Ghanaian banking industry (GBI) through CFA approach.
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After the proposed model was validated through CFA, seven factors were found to be critical factors
that affect the adoption of ATMs in GBI. These three constructs and their respective remaining
indicators are presented in Figure 2 and Table 5.
Fig. 2 It depicts the remaining seven measurement items of the three critical factors affecting the
adoption of ATM services in GBI.
TABLE 5
CONFIRMED CONSTRUCTS AND INDICATORS
Code Item FL
Perceived Barrier to Adoption
PBA5 Replacing of lost card takes a long process 0.577
PBA6 ATM breaks down and not always available 0.683
Perceived Ease of Use
PEU1 ATM has simple instructions to follow for its use. 0.704
PEU2 ATM is convenient to use 0.779
Perceived Benefits
PBE1 Helps me to cash and access money quickly 0.840
PBE3 Gives me privacy for information on my accounts when checking my
balance
0.629
PBE5 Helps me reduce the time needed for banking services 0.676
Table 5 shows the remaining measurement items and their respective constructs after the CFA.
From Figure 2 and Table 5, two of the seven remaining factors relate to Perceived barrier dimension,
being:
Replacing of lost card takes a long process
ATM breaks down and not always available
Another group of two item factor relate to Perceived Ease of Use, being:
ATM has simple instructions to follow for its use.
ATM is convenient to use
Finally, the last group of items relate to Perceived Benefits of ATM to customers, being:
ATM helps customers to cash and access money quickly
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ATM gives customer privacy for information on their accounts when checking accounts
balance
ATM helps customer to reduce the time needed for banking transactions.
Thus, these seven factors are considered critical factors that are particularly relevant to the GBI, and
are to be given prime importance in banking strategy.
Theoretically, the paper adds to the general marketingand e-banking literature on the usefulness and
challenges banking customers face in use of ATMs [11]-[17], [29].
The study did not find support for eleven items that were originally proposed to be critically
important in GBI. Thus, it highlights the fact that items constituting critical ATM factors may differ
from one context to the other, and that marketing phenomenon may not always be generalizable across
all contexts. Thus, the extent to which perceived benefit, perceived barrier and perceived ease of use
will be critical to customers in ATM adoption will depend a number of factors ranging from
technology readiness [30], individual user adoption level, level of ICT technical know-how, to the
level of development of national e-banking platforms to enhance industry-wide delivery of quality
electronic banking services and products, among others.
This does not mean that these eleven items with low factor loadings are not important and therefore
do not require management attention. Rather, the findings suggest that in the context of GBI, the
eleven items may not be crucial and therefore may not occupy top priority in managerial strategy for
developing customer-driven ATMs.
B. Managerial Implications
This paper offers several implications and recommendations to management of electronic banks in
general, and ATMs in particular. The seven confirmed items found in this study have important
implications for management strategy.
In order to ensure that ATMs are meeting customer requirements and needs, it is recommended that:
1. Management should re-engineer the process of replacing lost ATM card
The study found that customer ATM adoption is affected significantly by the longevity of the period
for replace of lost ATM cards. This is consistent with previous qualitative studies [12]-[16] It is
recommended that management should re-engineer the process of lost card replacement to ensure that
the process is shorter, faster, and more effective to keep customers loyal.
2. Management should ensure immediate repair of faulty ATM
The study found that ATM adoption is affected bythe functionality of ATMs. Where customers
consistently find ATM to be non-functioning or dysfunctional it could affect their attitude and
intentions of using the ATMs, and therefore deny customers from making maximum use of it
[31].Non-functioning of ATM has been cited as one of the reasons for not adopting ATM by non-
users [17]. It is recommended that firms should think of providing adequate number of ATM [9],
[31] and ensure that those that break down are repaired immediately, especially during week-ends.
Further integrated software should be installed to signal ATM service personnel whenever ATM
develops fault.
3. Management should enhance the ease of use of ATMs.
It was found that customer perceived ease of use is critical to the adoption of ATMs. This is
consistent with existing marketing and information systems literature [11]-[17], [24], [31].
Specifically it found that the convenience and simplicity of instruction for the use of ATM are
crucial factors that affect consumer adoption of the self-service technology. It recommended that
management should keep enhancing the ease of use of ATMs by making its use more convenient,
simple to follow instruction, incorporating different local and other foreign languages, apart from
English into the instructions in using the ATMs.
4. Management should enhance perceived benefits of ATM
It was found that customer perceived benefits is critical to the adoption of ATMs. This is consistent
11. www.theinternationaljournal.org > RJSSM: Volume: 03, Number: 04, August-2013 Page 101
with many of the existing marketing and information systems literature [11]-[17], [24], [31].
Specifically, it found that the four of the proposed benefits are crucial to the adoption of ATM in the
research context. These results show that customers derive benefits from using ATMs that forms part
of customer value for a particular bank’s services [9], [32]. Thus management should continue to use
ATM to help customers to cash and access money quickly, give customers privacy for information on
their accounts when checking accounts balance, and help customers to reduce the time needed for
banking transactions.
It is also recommended that management should keep improving the quality of ATM services to give
customer more benefits. This could be an effective strategy towards influencing customer loyalty
behaviour towards banks.
CONCLUSION AND LIMITATIONS
In conclusion, the main purpose of this paper was to determine the most important factors that
influence the adoption of ATM services among customers in the Ghanaian banking industry (GBI)
through CFA approach. The paper concludes that within Ghanaian banking industry, critical perceived
barriers to ATM adoption includethe longevity in replacement of lost card and the breakdown of
ATMs making it unavailable always as it is expected by customers. Critical perceived ease of use
factors are simplicity of instructions to follow for ATM use and convenience in the process of using
ATMs. Finally, most important factors of perceived benefits that affect customer adoption of ATM are
ability to cash and access money quickly, providing customer privacy for information on their
accounts when checking accounts balance, and reducing the time needed for customers to do banking
transactions.
One limitation of the paper is that the model validated is context specific, in the GBI. Therefore,
the external validity of the model limited and that it is cautioned that the generalizability of the
findings should be interpreted in the context of GBI. It is recommended that future research should use
rigorous statistical data analysis such as CFA and SEM to study ATM adoption factors in other Sub-
Sahara Africa contexts to further our understanding of the critical ATM adoption factor for managerial
and theoretical implications.
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