EXAMINE THE EFFECT IN WHICH SERVICE FAILURE HAS ON CONSUMER’S ADOPTION OF E-BANKING IN CALABAR, NIGERIA.

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TABLE OF CONTENTS

TITLE PAGE –           –           –           –           –           –                       –           i

DEDICATION           –           –           –           –           –           –           –           ii

CERTIFICATION     –           –           –           –           –           –           –           iii        

APPROVAL PAGE   –           –           –           –           –           –           –           iv

ACKNOWLEDGEMENT     –           –           –           –           –           –           v

ABSTRACT   –           –           –           –           –           –           –           –           vi

TABLE OF CONTENTS       –           –           –           –           –           –           vii

LIST OF TABLES     –           –           –           –           –           –           –           x

LIST OF FIGURES   –           –           –           –           –           –           –           xi

CHAPTER ONE:  INTRODUCTION

1.1       Background of the Study       –           –           –           –           –           1         

1.2       Statement of the Problem       –           –           –           –           –           3

1.3       Theoretical Background          –           –           –           –           –           4

 1.4      Objectives of the Study          –           –           –           –           –           4

 1.5      Research Questions     –           –           –           –           –           –           5

1.6       Research Hypotheses –           –           –           –           –           –           5

1.7       Significance of the Study       –           –           –           –           –           6

1.8       Scope of the Study                –           –           –           –           –           6

1.9       Limitations of the Study                     –           –           –           –           7

1.10   Definition of Terms                  –           –           –           –           –           7

CHAPTER TWO: REVIEW OF RELATED LITERATURE

2.1       Theoretical Frame Work         –           –           –           –           –           9

2.1.1    Theory of Service Quality       –           –           –           –           –           11

2.1.2    EService Quality         –           –           –           –           –           –           17

2.2       Service Failure and Service Recovery           –           –           –           19

2.3       Conceptual Framework           –           –           –           –           –           22

2.4       Empirical Framework              –           –           –           –           –           27

2.5       Online Banking and Consumer Adoption      –           –           –           29

2.6         Electronic Banking vs Electronic Purse in Nigeria                 –           35

CHAPTER THREE: RESEARCH METHODOLOGY AND DESIGN

3.1       Research Design         –           –           –           –           –           –           39

3.2       Area of the Study       –           –           –           –           –           –           39

3.3       Population of the Study          –           –           –           –           –           40

3.4       Sample Size Determination     –           –           –           –           –           40

3.5       Sampling Techniques              –           –           –           –           –           41

3.6       Sources and Methods of Data Collection       –           –           –           42

3.7       Instruments for Data Collection        –           –           –           –           42

3.8       Validity of the Instrument      –           –           –           –           –           43

3.9       Data Analysis Technique        –           –           –           –           –           44

CHAPTER FOUR: PRESENTATION OF RESULT AND DISCUSSION OF FINDINGS

4.1 Presentation of Result       –           –           –           –           –           –           45     

4.2 Discussion of Findings     –           –           –           –           –           –           71

CHAPTER FIVE: SUMMARY OF FINDINGS, CONCLUSIONS

AND RECOMMENDATIONS

5.1       Summary of Findings             –           –           –           –           –           73

5.2       Conclusion      –           –           –           –           –           –           –           75

5.3       Recommendations      –           –           –           –           –           –           76

REFERENCES          –           –           –           –           –           –           78

APPENDIX                –           –           –           –           –           –           82

LIST OF TABLES

Table 4.1 Gender of respondents                                            45

Table 4.1.2 Age of respondents                                                                      46

Table 4.1.3 Educational Qualification                                                            47

Table 4.1.4 Occupation of respondents                                                          48

Table 4.1.5Types of bank                                                                                48

Table 4.1.6 Type of account                                                                           49

Table 4.1.7 Income of respondents                                                                 50

Table 4.2 Frequency of E-Banking utilization                                                50

Table 4.2.1 Type of E-Banking service used                                                  51

Table 4.2.2 Difficulty in the utilization of e-banking                                     52

Table 4.2.3 Unsatisfied with banking service                                                 52

Table 4.2.4Reason for Dissatisfaction with banking E-Banking services  53

Table 4.2.5 Frequency of occurrence                                                              54

Table 4.2.6 Discourage from E-banking                                                         55

Table 4.2.7 Reaction to failed service                                                             55

Table 4.2.8 Consequence of respondents’ reaction                                        56

Table 4.3 Confidence in respondents bank                                                     57

Table 4.3.1 Bank response by email or other means                                       58

Table 4.3.2 Quick resolution of problem of encountered online                    59

Table 4.3.3 Bank website is attractive and easy to use.                                  59

Table 4.3.4 Safe transaction with bank e-service                                            60

Table 4.3.5 Bank ATM and online website is always available for use          61

Table 4.3.6 Awareness and Information about all available Banks

E-channel                                                                                            62

Table 4.3.7 Excessive/Unnecessary Bank Charges on E-transactions            63

Table 4.2 Frequency of E-Banking utilization                                                64

Table 4.2.2 Difficulty in the use of e-banking                                                64

Table 4.4.1 a Service failure * Adoption of electronic banking                    65

Table 4.4.1 b Chi-Square Tests                                                                      65

Table 4.3 Confidence in respondents bank                                                     67

Table 4.4.2a Adoption of E-banking*Confidence with service provided    67

Table 4.2 Frequency of E-Banking utilization                                                68

Table 4.4.2 b Chi Square test                                                                          68

Table 4.2.3 Unsatisfied with the e-banking                                                    70

Table 4.4.3 One-Sample Test                                                                          70

LIST OF FIGURES

Figure 1: Conceptual Model developed for this study: Adapted from Parasuraman et al   (2000 and 2002)                                                   24

EXAMINE THE EFFECT IN WHICH SERVICE FAILURE HAS ON CONSUMER’S ADOPTION OF E-BANKING IN CALABAR, NIGERIA.