ASSESSMEMNT OF CUSTOMERS INTENTION OF INTERNET BANKING ADOPTION IN COMMERCIAL BANKS THE CASE OF UNITED BANK S.C

Abstract

This study assesses customer’s intentions of adopting internet banking (IB) in United Bank S.C The study adopted the Technology Acceptance Model and Theory of Planned Behavior as the theoretical framework. A mixed research approach was applied to answer the research questions that materialize through the review of existing literature and the experience of the researcher in respect of the internet banking system in United Bank S.C. The study was used purposive an convenience sampling techniques for the selection of branch and non internet banking users customers and statistically analyzed by using SPSS the data obtained from 129 survey questionnaires within the twenty selected branches. The results of the study reveal that, , security risk, lack of trust, ,Lack of ICT infrastructure ,lack of awareness, perceived usefulness, and perceived ease of use, significantly influenced intention of the customers to adopt internet banking. The study suggests a series of measures which could be taken by the United Bank and by government to address various challenges identified in the thesis. These measures include: supporting banking industry by investing on ICT infrastructure and United Bank to be focused on technological innovation competition rather than traditional bases of retail bank competition. It is therefore recommended that United Bank should intensify efforts to improve the security of internet banking platform as well as continue to create awareness for its customers on the perceived benefits of internet banking in addition to making the platform more user-friendly and easy to use.