ABSTRACT
This study was conducted to determine the effect service failure has on the adoption of electronic banking in Calabar, Cross-River State, Nigeria. The need for quick and efficient service delivery of banking services as led to the development of electronic banking. The e-banking which has become a major part of the banking institutions, still faces various challenges which has led to the slow acceptance of e-banking amongst customers in Calabar, Nigeria. As a result of this, there is need to find out the causes of these challenges and how it affects customers. The objectives of this study were to examine the relationship between service failure and adoption of electronic banking, access the level of confidence on the adoption of electronic banking, and identify service failure outcomes affecting the adoption of electronic banking in Calabar, Nigeria and to determine customer rate of reaction to failed services on electronic banking. To achieve these objectives, 196 questionnaires were administered to customers of five banks (First Bank, UBA, GT Bank, Access Bank and Zenith Bank). The study adopted survey research design, utilizing both primary and secondary sources of data. Data were analyzed using the Pearson chi square and one sample t-test. The findings revealed that 64.8% of respondents experience service failures using e-banking. It was further revealed that more than half of the respondents i.e. 51% do not have confidence in their banks e-service. The findings also showed that slow network, wrong debit of account, inadequate working ATM’s, inability of the ATM’s to dispense cash, were some of the service failure outcomes faced by respondents. The study recommended that training on e-banking features, use and benefits should be given to customers as it will significantly improve the customer’s acceptance of e-banking services and reliability and trust should be created in mind of customers towards security of their accounts and confidentiality. Banks should also ensure that their e-channels be made available at all times and cut down on excessive charges on e-transactions.
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   E Service 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    Â
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
