Adoption of internet banking services by corporate customers for forex transactions based on the tra model – a case of fnb industrial branch
Date
2020
Authors
Lishomwa, Lufwendo
Journal Title
Journal ISSN
Volume Title
Publisher
The University of Zambia
Abstract
he digital banking system provides numerous advantages to customers, however, there is still a lack of trust among some corporate customers. Absence of face-to-face interaction makes it very impersonal. Thus, customers are more comfortable dealing with people in a physical bank setting that provides personalized services as opposed to through online self-service channels. Many customers still do not trust the online mode of service especially for money related transactions. Users who are not familiar with internet banking feel very uncomfortable as they have doubts regarding the accuracy of the transactions done online. The aim of the study was to develop a model that will address challenges corporate customers face with regards to the adoption of internet banking services for Forex transactions. The study looked to identify the factors inhibiting the corporate customers of FNB Industrial Branch from adopting internet banking technologies. The data was collected through closed ended questionnaires that were administered face-to-face within First National Bank Industrial Branch. The study focused on corporate customers and was administered to 132 respondents which represented an 88% response rate. The data labelling and cleaning was done using SPSS. Cronbach’s Alpha was used for measuring the total consistency between all items of the instrument and internal consistency among items for each dimension. After reliability analysis, it was established that the key factors influencing internet banking were; performance expectancy, control factors, social influence and behavioural intention. A simple regression analysis was conducted to test the research hypotheses following the criteria established by considering use of internet for Forex transactions as the dependent variable. All of the independent variables were positive but only one was significant at the confidence level of P ≤ 0.05. Only social influence is said to have an effect on internet use for Forex transactions. The study also looked to devise a model which can be used to improve the uptake of the services. A model was devised to expand on the framework of the Theory of Reasoned Action to demonstrate that within the Zambian context, based on the study, social influence would be a stronger factor leading to adoption of internet banking for Forex transactions.
KEYWORDS
Internet Banking Services, Theory of Reasoned Action, Corporate Customers, Adoption
Description
Thesis
Keywords
Internet Banking Services--Zambia , Internet banking technologies--Zambia