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
