Investigation into Problems and Prospects of Mobile Phone Banking in Yola South Local Government Area, Adamawa State, Nigeria
| Format: Ms Word | 1-5 Chapters | Table of Content|
INSTANT PROJECT MATERIAL DOWNLOAD
Study Level: BTech, BSc, BEng, BA, HND, ND or NCE
Amount: ₦4,000.00
ABSTRACT
The study investigates into problems and prospects of mobile phone banking in Yola South Local Government Area, Adamawa State, Nigeria. A descriptive research design was selected for this study because it is a formal objective, systemic process in which numerical data are utilized to obtain information. The population of the study comprised of all customers of Nigerian commercial banks that use the mobile banking system. The sample for this study comprised of the customers of Fidelity Bank and Guaranty Trust Bank in Yola South. 100 questionnaires distributed and administered to convenient customers that use mobile banking and staff of the bank. Random sampling technique was used in collecting data. The data obtained was presented and analysed using distribution table and simple percentage. The findings revealed among others that mobile banking and service delivery has proven that the context of mobile banking has direct bearing in influencing customers service delivery. Based on that, it was recommended among others that the studies recommends that commercial banks owners should create awareness to inform the public about the benefit derived on the E-banking service products, Commercial Banks should also collaborate among them selves to perfectly manage a network system such as mobile fund transfer, ATM, V-Cards, etc. So as to have a spread and reduce the initial cost of setting up the electronic banking system.
TABLE OF CONTENTS
ABSTRACT. vii
TABLE OF CONTENTS. viii
LIST OF TABLE. x
CHAPTER ONE. 1
1.1 Background to the Study. 1
1.2 Statement of Problem.. 2
1.3 Objectives of the Study. 3
1.4 Research Questions. 3
1.5 Delimitation of the Study. 3
1.6 Significance of the Study. 4
1.7 Limitations of the Study. 4
CHAPTER TWO.. 6
2.1 Conceptual Framework. 6
2.1.1 The Concept of Electronic Banking. 7
2.1.2 Mobile Banking Tools and Banking Model 8
2.1.3 Service Quality and Customer Satisfaction. 8
2.2 Theoretical Framework. 9
2.2.1. Technology Acceptance Model (TAM) 9
2.2.2. Innovation Diffusion Theory. 9
2.3. Development of Electronic Banking. 10
2.3.1 Advantages of electronic banking. 12
2.3.2. Disadvantages of Electronic Banking. 13
2.3.3. The Development of Electronic Banking in Nigeria. 13
2.3.4. Electronic and Internet Banking Products. 14
2.3.5. The Entry of Nigerian Banks into Electronic Banking. 16
2.3.6. Threats of Cyber-Crimes on the Nigerian Banking Premises. 17
2.3.7. The Regulatory Challenges of E-banking. 18
2.4. Review of Empirical Studies. 19
2.5 Summary of Reviewed Literature. 22
CHAPTER THREE. 24
RESEARCH METHODOLOGY.. 24
1.4.2 Validity of Instrument 24
1.4.3 Reliability of the Instrument 24
1.5 Procedure for Data Collection. 24
3.1 Research Design. 24
3.2 Population of the Study. 24
3.3 Sample Size and Sampling Technique. 25
3.4 Instrument for Data Collection. 26
3.4.1 Pilot Study. 26
3.4.2 Validity of Instrument 26
3.4.3 Reliability of the Instrument 26
3.5 Procedures for Data Collection. 26
3.6 Procedure for Data Analysis. 27
CHAPTER FOUR.. 28
DATA PRESENTATION AND ANALYSIS. 28
4.1 Socio-demographic Characteristics of customers. 28
4.2 Answers for Research Questions. 31
4.3 Summary of Findings. 34
4.4 Discussion of Findings. 34
CHAPTER FIVE. 36
SUMMARY, CONCLUSION AND RECOMMENDATIONS. 36
5.1 Summary. 36
5.2 Conclusion. 37
5.3 Recommendation. 37
5.4 Suggestions for Further Research. 37
REFERENCES. 39
APPENDIX I 44
APPENDIX III 46
CHAPTER ONE
INTRODUCTION
1.1 Background to the Study
The banking industry no doubt has witnessed advancement in technology just like any other sector. The adoption of e-banking service is one of these as it affects banking operations entirely. With the adoption of Self Service Technology by the banks, e-banking system has continued to service the populace, in which mobile banking is one of them. It offers convenience services to customers and provide banking services beyond the traditional service period. It therefore encourages a cashless society. However, every sector of the economy whether financial or non-financial organization is adopting computer-based approaches to the services rendered. Mobile Banking is becoming more popular in modern banking and as such has been a subject of interest among researchers.
Mobile Banking means a financial transaction conducted by logging on to a bank’s website or banks mobile application using a cell phone. This include viewing account balances, making transfers between accounts, or paying bills. It is a term used for performing balance checks, account transactions, payments etc. via a mobile device such as a mobile phone. In recent time Mobile banking is most often performed via SMS or the Mobile Internet but can also use special programs called clients downloaded to the mobile device.
The emergence of GSM has led to improvements in efficiency and productivity, reductions in transaction costs, increased service innovation and better quality of life for the rural dwellers.
Information Communication Technology (ICT) has moderated the constraints of time, space, and information access in world trade and commerce as a whole. Emerging trends in socio-economic growth shows a high premium being placed on information and communication technology (ICT) by homes, organization, and nations, (nigeriabusiness, 2007). The business of banking is basically about efficient service delivery. Consequently, the introduction of facilities that enhance the delivery of banking services such as mobile banking, internet, ATM in an effective manner is always a welcome development. Mobile Banking has become an important issue, not only to retain customers but also gaining a competitive advantage while maintain and growing overall effectiveness. In the present banking system, excellence in customer service is the most important tool for sustainable business growth.
Customer complaints are part of the business life of any corporate entity, this is more so for banks because they are service organizations. As a service organization, customer service and satisfaction should be the prime concern of any bank. The bank believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. However, banks minimize instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redress of customer complaints and grievances. Service delivery has been described to be one of key performance indicators of an organization. The extent to which customer are satisfied with the service rendered has great impact on the overall performance and must be taken seriously players in the industry. Hence, this forms the background of this study to investigate the problems and prospects of mobile phone banking in Yola South Local Government Area, Adamawa State.
USE THIS MATERIALS AS A GUIDE FOR YOUR PERSONAL RESEARCH WORK (IF PROPERLY CITED)
PAY ₦4,000 HERE TO DOWNLOAD MATERIALS
Account Number: 0709546102
Access Bank: Savings
Account Name: Emmanuel Idorenyin Samuel.