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Impact of Mobile Banking Adoption on...

Alamu, Ismaila.

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Impact of Mobile Banking Adoption on Customer Satisfaction among Selected Deposit Money Banks in Ilorin Metropolis.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Impact of Mobile Banking Adoption on Customer Satisfaction among Selected Deposit Money Banks in Ilorin Metropolis./
Author:	Alamu, Ismaila.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2018,
Description:	83 p.
Notes:	Source: Masters Abstracts International, Volume: 80-05.
Contained By:	Masters Abstracts International80-05.
Subject:	African Studies. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=10975354
ISBN:	9780438576735

Impact of Mobile Banking Adoption on Customer Satisfaction among Selected Deposit Money Banks in Ilorin Metropolis.
Alamu, Ismaila.

Impact of Mobile Banking Adoption on Customer Satisfaction among Selected Deposit Money Banks in Ilorin Metropolis. - Ann Arbor : ProQuest Dissertations & Theses, 2018 - 83 p.

Source: Masters Abstracts International, Volume: 80-05.

Thesis (M.S.)--Kwara State University (Nigeria), 2018.

This item must not be sold to any third party vendors.

The evolution of information and communication technology (ICT) have dramatically changed the functions and attitudes of individuals and the design, quality and delivery of services. The adoption of e-banking service is critical to the success of modern banking in achieving associated benefits. This study therefore examined the impact of mobile banking adoption on customer satisfactions in Nigerian deposit money banks. Specifically; the study determined factors influencing adoption of mobile banking in Nigeria; evaluated the impact of mobile banking on customer's satisfaction; and examined the relationship between quality of mobile banking services and service delivery. This study employed primary data obtained through the use of structured questionnaire administered to both bank's staff and customers. The data obtained were subjected to statistical tools such as Pearson product moment correlation coefficient, multiple regression and multinomial logistic regression for the analysis. The findings of this study revealed that; (perceived ease of use, perceived benefit, affordability, security and convenience) jointly influenced the adoption of mobile banking in Nigeria with R2coefficient (0.6215) and the adjusted R2(63%) with 0.0000* at 5% of significant. Also mobile banking services such as mobile SMS Alert, mobile financial enquiries and mobile fund transfer with an overall P- value of 0.0000* and Pseudo R-square of 0.7451 have statistically significant impact on customer satisfaction; and lastly mobile banking system have significant impact on service delivery with R2 coefficient (0.7618) and the adjusted R2 (76%) a P-value of 0.0000* which is less than 5% level of significance. Base on the findings, the study concluded that there is significant positive relationship between the mobile banking adoption, service delivery and customers' satisfaction in the Nigerian banking industry. The study therefore recommended among others that the management of banks should; continually be creative and innovative in their approach towards continuously meeting customer's constant changing requirement in order to stimulate their demand for mobile banking services; embark on training, re-training and motivation of staff towards developing new products that will attract customer patronage on mobile banking services; and improve on marketing strategy towards enlightening customers on benefits of mobile banking services especially in rural areas.

ISBN: 9780438576735Subjects--Topical Terms:

1669436
African Studies.

Impact of Mobile Banking Adoption on Customer Satisfaction among Selected Deposit Money Banks in Ilorin Metropolis.
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520 $a The evolution of information and communication technology (ICT) have dramatically changed the functions and attitudes of individuals and the design, quality and delivery of services. The adoption of e-banking service is critical to the success of modern banking in achieving associated benefits. This study therefore examined the impact of mobile banking adoption on customer satisfactions in Nigerian deposit money banks. Specifically; the study determined factors influencing adoption of mobile banking in Nigeria; evaluated the impact of mobile banking on customer's satisfaction; and examined the relationship between quality of mobile banking services and service delivery. This study employed primary data obtained through the use of structured questionnaire administered to both bank's staff and customers. The data obtained were subjected to statistical tools such as Pearson product moment correlation coefficient, multiple regression and multinomial logistic regression for the analysis. The findings of this study revealed that; (perceived ease of use, perceived benefit, affordability, security and convenience) jointly influenced the adoption of mobile banking in Nigeria with R2coefficient (0.6215) and the adjusted R2(63%) with 0.0000* at 5% of significant. Also mobile banking services such as mobile SMS Alert, mobile financial enquiries and mobile fund transfer with an overall P- value of 0.0000* and Pseudo R-square of 0.7451 have statistically significant impact on customer satisfaction; and lastly mobile banking system have significant impact on service delivery with R2 coefficient (0.7618) and the adjusted R2 (76%) a P-value of 0.0000* which is less than 5% level of significance. Base on the findings, the study concluded that there is significant positive relationship between the mobile banking adoption, service delivery and customers' satisfaction in the Nigerian banking industry. The study therefore recommended among others that the management of banks should; continually be creative and innovative in their approach towards continuously meeting customer's constant changing requirement in order to stimulate their demand for mobile banking services; embark on training, re-training and motivation of staff towards developing new products that will attract customer patronage on mobile banking services; and improve on marketing strategy towards enlightening customers on benefits of mobile banking services especially in rural areas.
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