Factors Affecting the Adoption of Internet Banking in Nigeria

The aim of this study is to investigate customer’s point of view towards internet banking services and to identify some of the factors preventing customers from using internet banking in Nigeria. Fast growing industry of banking and the increased demand for bank services require a reliable infrastructure to meet the needs of customers through providing efficient services. Development of computer technology, especially the internet has made the banking industry offer services to customers in more efficient ways. As result, internet banking services have been considerably expanded by some banks and substantially used by some customers in Nigeria. For the purpose of arriving at proper and reliable findings, four hypotheses have been employed for this research methodology. Questionnaire has been carefully designed and administered to Nigerian bank customers as a method of data collection. Out of 250 questionnaires distributed, 167 were usable and were analysed with SPSS 20.0. The finding of the study identified “ease of use, accessibility and security” as affecting factors, as they were statistically significant and have positive effects on customer satisfaction. However, awareness factor has no effect on customer satisfaction of internet banking. Based on these findings, recommendations were made to improve customers’ acceptability and usage of internet banking. Keywords: Internet Banking, Customer Satisfaction, Adoption, Nigeria.