Customers’ Adoption of Electronic Banking and Access to Its Facilities in Maiduguri Metropolis, Borno State, Nigeria: An Empirical Investigation

Abstract

Electronic system of banking has globally changed the face of commercial banking in recent times.  It has helped in bridging geographical, industrial and regulatory gaps and created innovative products and services as well as more market opportunities for both banks and customers.  However, its adoption is influenced by a number of variables including customers’ awareness, privacy, convenience and accessibility.  This study investigated adoption of e-banking and access to its facilities in some selected commercial banks in Maiduguri metropolis.  The study used primary data generated through administration of questionnaires on customers of five (5) Commercial banks.  Fifty (50) customers from each of the banks making a total of two hundred and fifty (250) were selected as sample.  Convenience and simple random sampling methods were used in selecting the banks and customers respectively.  Descriptive statistics and correlation test were applied to analyse the data.  The results disclosed that there is a significant relationship between adoption of e-banking and access to its facilities.  This is confirmed by the r-value of 0.944 (i.e 94.4%) and P-value of 0.023 which are strong, positive and significant at 5% level of significance.  Based on this result, it is suggested that commercial banks in Maiduguri metropolis in conjunction with electronic service providers should make conscious efforts in ensuring the availability of, and accessibility to e-banking facilities.  In other words, when introducing innovative products or services such as the electronic system of banking, its supporting facilities should be made to be always adequately available or easily accessible.  If this measure is considered, customers’ or users’ accessibility may be improved which might enhance the intention to adopt electronic banking.

Keywords:  Customers, Adoption, E-banking, Access, Facilities.