LIST OF TABLE
PAGES
Table 3.1 Sample Selection- – – – – 23
Table 4.1.1: Responses to Research Question One – 27
Table 4.2: Responses to Research Question Two – – 28
Table 4.1.3 Responses to Research Question Three – – 30
Table 4.1.4: Analysis of Research Question Four- – 32
TABLE OF CONTENTS
PAGES
Title Page – – – – – – – – – – i
Approval Page – – – – – – – – ii
Certification- – – – – – – – – iii
Dedication- – – – – – – – – – iv
Acknowledgments- – – – – – – – v-vi
Abstract- – – – – – – – – – vii
List of Tables- – – – – – – – – viii
Table of Contents- – – – – – – – ix-xi
CHAPTER ONE
INTRODUCTION/BACKGROUND OF THE STUDY
1.1 Background of the Study – – – – – – 1-4
1.2 Statement of the Problem – – – – – – 4-5
1.3 Objectives of the Study – – — – – – 5
1.4 Research Questions – – – – – – – 6
1.5 Significance of the study – – – – – – 6-7
1.6 Scope of the Study – – – – – – – 8
1.7 Limitations of the Study – – – – – – 8
1.8 Organization of the Study – – – – – – 9
1.9 Definition of Terms – – – – – – – 9-10
CHAPTER TWO
REVIEW OF RELATED LITERATURE
2.1 Meaning of Mobile Banking – – – – – – 11-14
2.2 Operational Modalities of Mobile Banking – – – 14-15
2.3 Mobile Banking and Mobile Money – – – – 15-16
2.4 Service Quality and Customer Satisfaction – – – 16-18
2.5 Challenges and Prospests of Mobile Banking – – – 18-21
CHAPTER THREE
RESEARCH DESIGN AND METHODOLOGY
3.0 Introduction – – – – – – – – 22
3.1 Research Design – – – – – – – 22
3.2 Population of the Study- – – – – – 23
3.3 Sample and Sampling Technique – – – – 23
3.4 Instrumentation – – – – – – – 24
3.5 Method for Data Analysis – – – – – – 24-25
3.6 Problems of Data Collection – – – – – 25
CHAPTER FOUR
DATA PRESENTATION, ANALYSIS AND INTERPRETATION
4.1.1 Analysis of Research Question One – – – – 26-28
4.1.2 Analysis of Research Question Two – – – – 28-29
4.1.3 Analysis of Research Question Three – – – – 30-31
4.1.4 Analysis of Research Question Four- – – – 32-33
4.2 Discussion of Findings – – – – – – 33-35
CHAPTER FIVE
SUMMARY OF FINDINGS CONCLUSION AND RECOMMENDATIONS
5.1 Summary of Findings – – – – – – – 36-37
5.2 Conclusion – – – – – – – – 37
5.3 Recommendations – – – – – – – 38
References
Appendix I
Appendix II
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
The level of adoption of new technologies in the Nigerian Banking industry has continued to increase over the last decade. One of such technologies adopted by the Nigerian Banking Industry is mobile banking. The Launch of the Global system for mobile communication (GSM) network operated on the 900/1800mttz spectrum in 2001 by the government of president Olusegun Obasanjo significantly facilitated the introduction of mobile banking in Nigerian. Mobile technology, its introduction and usage are used prolifically in the world today. The innovation has impacted positively on the lives of ordinary people more than any other technology. Their usage has presented opportunities with different dimensions to all groups of individuals especially the youth and businesses. Mobile commerce (In-commerce) means all forms of interface between a customer and a mobile device. Alex (2010). These may also include but not limited to the issuance of electronic coupons and shopping over the internet through a mobile device, mobile financial services there fore fall under this umbrella such as mobile personal banking and payments. Laukkanen (2007) stressed that mobile banking allows banking customers to conduct their financial services such as alerts, i.e receipt of short message service (SMS) when there is a movement in their accounts. It also allows customers to carry out other financial services such as balance enquires, interest rate enquires, payment of bills, interest shopping, transfer to other accounts and pass word change.
Furthermore, mobile technologies such as smart phones, personal Digital Assistance (PDA) cell phones and ipads have not only become ubiquitous, but also trendy among youths and audits. It would serve mobile banking (m-banking) service providers well to understand what influences the intention to use or adopt mobile banking innovations especially among young adults who are likely to be the future adopters and users of mobile banking a worth while service to generate revenue from mobile banking investments. Munogo, Chitungo (2013). According to Yu (2013), despite the numerous perceived benefits for customers, the actual usage of mobile banking has not increased at the initially anticipated rate. He further stated that one of the main reason for mobile banking not being widely accepted is the lack of trust in mobile banking services.
While there are over 5 billion mobile Users globally, only 200 million tend to make use of mobile banking services. Jeong and (2013). Even in developed countries such as U.S.A, Sweden and the U. K, the ratio of mobile banking users and .mobile phone users are low. May people who reside in remote rural locations where only some computers are connected to the internet, may welcome the services offered by mobile banking as opposed by the limitation of internet banking. Service providers are making huge investments into mobile banking infrastructure for effective provision of mobile banking services to the low income market in developing economies.
The aim of the study is to look into the various reasons why commercial banks and the youths do not fully embrace mobile banking.
1.2 STATEMENT OF THE PROBLEM
Gsm has considerable impact on the economy. Being an emerging communication industry in Africa with Nigeria rated as one of the fastest growing market. To attain customer loyalty, long term viability and profitability, institutions are placing increasing emphasis on customers satisfaction. Bubalis (2003). Recent empirical evidences shows that quality of services and products is a key determinant of customers satisfaction and customer loyalty, mobile banking is expected to improve bank services delivery in a form of transactional convenience, saving of time, quick transactions alert and costs saving.
The extent to which the ,use of mobile banking by Nigerian commercial banks customers, can improve service delivery is worth exploring. The impact of mobile banking on the banks services delivery has not been greatly explored in Nigeria. According to Yu (2013), despite the numerous benefits for customers, the all usage of mobile banking has not increased at the rate initially anticipated. Few studies in Nigerian focus on mobile and internet banking adoption and automated teller machine (A.T.M) banking. This is because mobile banking is just gaining wider acceptance in Nigeria.
1.3 OBJECTIVES OF THE STUDY
- To evaluate the major factors contributing to the slow acceptance of mobile banking among youths.
- To identity the factors that can accelerate the adoption of mobile banking among customers.
- To evaluate the impact of mobile banking on service delivery among youths.
- To assess the factors that influence students adoption of mobile banking.
1.4 RESEARCH QUESTIONS
What are the major contributing factors, to the slow acceptance of mobile banking among youths?
What are the factors that can accelerate the adoption of mobile banking among customers?
What is the impact of mobile banking on service delivery among youths?
What are the factors that influence students adoption of mobile banking?
