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Journal of Emerging Trends in Computing and Information Sciences >> Call for Papers Vol. 8 No. 3, March 2017

Journal of Emerging Trends in Computing and Information Sciences

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

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Author I. O. Akinyemi, E. O. Asani, A. A. Adigun
ISSN 2079-8407
On Pages 954-963
Volume No. 4
Issue No. 12
Issue Date January 01, 2014
Publishing Date January 01, 2014
Keywords E-Banking, Users’ satisfaction, Trust, TAM, Customers’ satisfaction.


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

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