ABSTRACT
The study provided empirical evidence on effect of consumer knowledge and attitude on use of cashless banking services among rural households in Abia State. Specifically, the study ascertained the respondents’ level of knowledge (K) of selected cashless banking services, respondents’ attitude (A) to selected cashless banking services, and the level of use/practice (P) of selected cashless banking services, among others. The study made use of multi-stage sampling procedure in selecting 180 respondents. Data for the study were collected with use of structured questionnaire on all the specific objectives of the study. Data collected were analysed with both descriptive and inferential statistics. The major results showed that the respondents generally had high level of knowledge of cashless banking services ( =3.43), positive attitude towards cashless banking services ( =2.57), and a relatively low use of cashless bank services ( =2.42). The result also revealed the respondents’ perceived benefits of cashless bank services as to ensure access to credit (81.1%), were portable (71.8%), gave cheaper access to banking services (71.1%), reduce risks of cash related crimes (70.0%), minimize labour cost and offer more service options (68.9%). It also promotes the usage of electronic products (67.6%), convenience (64.4%), help to track spending (56.6%), and is cost saving (53.4%). The result further revealed a grand mean of 3.41 for constraints in their use of cashless bank services. The result of hypothesis showed that there was a significant relationship between respondents’ knowledge and use of cashless banking services in the study area at percent level of probability. The result also showed that a positive significant relationship existed between respondents’ attitude and use of cashless banking services in the study area at 1%. A positive and significant relationship was revealed to exist between the socio-economic characteristics of the respondents and use of selected cashless banking services in the study area at 1%. The result also four showed a significant difference between respondents’ knowledge, attitude and use of selected cashless banking services in the study area at 5%. The study concluded that there was a relatively low use of cashless bank services among rural households in Abia State, Nigeria, and therefore, recommends that the Central Bank of Nigeria (CBN), commercial and microfinance banks should put more efforts in educating the rural households on cashless banking services, especially on the use of credit cards, short message service (SMS) and internet banking as they recorded very low scores in their uses.
TABLE OF CONTENTS
Content
Page
Title Page i
Certification ii
Dedication iii
Declaration iv
Acknowledgement v
Table of contents vi
List of Tables viii
List of Figures ix
Abstract x
CHAPTER 1: INTRODUCTION
1.1
Background of the Study 1
1.2
Statement of the Problem 5
1.3
Research Questions 8
1.4
Objectives of the Study 9
1.5
Hypothesis of the Study 9
1.6
Justification of the Study 10
1.7
Scope of the Study 11
1.8
Definition of Terms 12
CHAPTER 2: LITERATURE REVIEW 15
2.1 Conceptual Review 15
2.1.1 History of banking
in nigeria 15
2.1.2 Concept of cashless
banking 17
2.1.3 Rationale for the
CBN cashless policy 20
2.1.4 Forms of cashless
banking 23
2.1.5 Benefits of cashless
banking 27
2.1.6 Consumer knowledge 30
2.1.7 Consumer attitude 32
2.1.8 Consumer behaviour 34
2.1.9 The KAP-GAP 42
2.1.10 Relationship
between knowledge, attitude and behaviour (KAP) 44
2.1.11 Factors affecting
the adoption of cashless banking services in nigeria 45
2.1.12 Factors that cause
discontinuance of cashless banking services 48
2.2 Review of Empirical
Studies 50
2.3 Theoretical Framework 57
2.3.1 Maslow’s hierarchy of needs theory 58
2.3.2 Theory of
reasoned action/ planned behaviour 61
2.3.3
Engel, blackwell and kollat’s model: engel-blackwell-miniard model of consumer
behavior 65
2.4 Conceptual Framework 74
CHAPTER 3 METHODOLOGY 78
3.1 Study Area 78
3.2 Population of the Study 81
3.3 Sample and Sampling
Procedure 81
3.4 Data Collection 81
3.5 Test of validity of
the Instrument 82
3.6 Test of reliability
of Instrument 82
3.7 Data Analysis and Model
Specification 82
3.8 Hypothesis Testing 85
CHAPTER 4
RESULT AND DISCUSSION 89
4.1 Socio-Economic Characteristics
of Respondents 89
4.2 Level
of knowledge (K) of Selected Cashless Banking Services 94
4.3 Attitude (A)
Towards Selected Cashless Banking Services 95
4.4 Level of
Use/Practice (P) of Selected Cashless Banking Services 97
4.5 Benefits of Cashless Bank Services 98
4.6 Constraints to the Practice
of Cashless Banking Services 101
CHAPTER 5 SUMMARY, CONCLUSION AND RECOMMENDATIONS 111
5.1 Summary 111
5.2 Conclusion 114
5.3 Recommendations 114
References 116
Appendixes
LIST
OF TABLES
Tables Page
4.1: Percentage distribution of rural households based on their
socio-economic
Characteristics 89
4.2: Percentage distribution of
rural households based on their monthly income 92
4.3: Distribution of rural
households based on their level of knowledge on cashless banking
services in the study area 94
4.4: Distribution of rural
households based on their attitude towards cashless banking
Services 95
4.5: Distribution of rural households based on
their practices on cashless banking services in
the study area 97
4.6: Distribution of rural
households based on benefits derived from cashless banking
Services 98
4.7: Distribution of rural households based on
constrains to use of cashless banking services in
the study area 101
4.8: Simple linear regression analysis on effect
of respondents’ knowledge on the use of
cashless bank services in the
study area. 103
4.9: Simple linear regression
analysis of effect of respondents’ attitude on the use of cashless
bank services
in the study area 105
4.10: Multiple regression
estimates of the relationship between the socioeconomic characteristics of the
respondents and use of cashless bank service in the study area 106
4.11: Result of ANOVA for test of
significant difference between the mean of knowledge, attitude and practice of
cashless bank services in the study area 108
4.12: Duncan New Multiple Range
Test showing
the difference between knowledge, attitude and practice of cashless bank
services in the study area 109
LIST OF FIGURES
Figure Page
1: A conceptual framework
77
2: Map of Abia State Nigeria
80
3: Participating agricultural
zones
57
4: Graph illustrating KAP gap
75
CHAPTER
1
INTRODUCTION
1.1
BACKGROUND
OF THE STUDY
It
is germane to say that in the 15th century when Nigeria first had contact with
the outside world, trade was done by barter. Trade by barter is a type of trade in which individuals
exchange goods and services instead of using money (Arthur and Sheffrin, 2003).
The Portuguese and the Dutch who were the
first Europeans to visit the West African Coast traded in Pepper, Copper,
Ivory, Cotton and slaves. Various traded goods or items like cloth and gin,
used as means of exchange in various areas of Nigerian territories were in much
demand, especially in the riverside areas like Calabar, Bonny and Brass for
payment of rent. Beside cloth and gin, barter trade was also carried out in
various areas of Nigeria through the media of tobacco heads, beads, salt, palm
oil and dry fish (Ibeabuchi, 2012).
As
trade increased in a geometrical progression, there came a demand for a
standard currency. The
problems of barter such as the double coincidence of wants, undefined measure
of value, indivisibility of certain goods, lack of standards for deferred
payments and difficulty in storing wealth, necessitated the introduction of
various forms of money (Humphrey, 1985).Thus, the need for
something that could be accepted as a medium of exchange brought the use of
various forms of local currency in Nigeria such as iron currency (rings, bars,
hoes, spear & axes), bead, manila and cowries. Bead currencies were highly
cherished, and in fact, demanded highly as a medium of trade because of its use
as a measure of wealth and for body adornment, as well as ritual sacrifices.
The need to preserve wealth (save) arose later.
In Nigeria,
the first formal co-operative was formed in 1936. The Credit and Thrift Co-operative was instituted with the principal aim
of making life easier for people (especially people with low income) to
save, thereby increasing the amount of money available for lending to members.
Loans and credits were provided to members at much more traditional and easier
conditions than the methods adopted by commercial banks and other financial
institutions (Otto, 2006). The Thrift and Credits co-operative was the earliest
of cooperatives to have been formed worldwide and also in Nigeria. In Nigeria,
the “Esusu” is an example of the Rotating savings and credit associations (ROSCAs).
“Esusu” is a revolving loan scheme in Nigeria and is entrenched in many West
African countries as a source of credit and savings. Similarly, members in such
a society make fixed contributions of money at regular intervals. At each
interval, one member collects the entire contributions from all. The “esusu”
assisted people raise funds to execute projects, including the expansion of
capital for investment purposes (Chuku, 2010).
Village banking model exists in communities and
are managed by credit and savings associations which provide access to
financial services, build community self–help groups, and help members
accumulate savings They usually have 25 to 50 members who are low-income
individuals seeking to improve their lives through self-employment activities.
These members run the association, elect their own officers, establish their
own by-laws, distribute loans to individuals and collect payments and services.
The loans were backed by moral collateral, the promise that the group stands
behind each loan (Chuku, 2010).
Banking industry in Nigeria started
formally during the colonial era with the establishment of colonial banks with
the primary aim of meeting the commercial needs of the colonial government. A
bank is an establishment authorized by a government to accept deposits, pay
interest, clear cheques, make loans, act as an intermediary in financial
transactions, and provide other financial services to its customers. Banking system is regulated through
the Central Bank of Nigeria (CBN), which started operations on July 1, 1959.
In Nigeria today, we have twenty-two
commercial banks licensed by CBN to operate in Nigeria. Nineteen of these banks
operate in Abia State. The currency used in Nigeria is the Naira which comes in
different denominations. There are four major types of accounts operated in
Nigeria (Savings, Current, Domiciliary and Fixed deposit account).
Entrepreneurs may choose to store their income in the bank or in other
designated places. The civil servants, on the other hand, are forced to
maintain bank accounts to access their
salaries. All bank customers are encouraged to use a particular electronic
banking channel or channels provided by the bank they operate. The recent
evolution of technology for financial transactions poses interesting questions
for policy makers and financial institutions, regarding the suitability of
current institutional arrangements, and availability of instruments that
guarantee financial stability, efficiency and effectiveness of monetary policy
(Ernest and Fadiya, 2012).
Cash
based transactions are gradually being de-emphasized with the introduction of
cashless banking services. Cashless banking services allow one to pay for goods
and services without using bank notes or coins. A cashless society describes an
economic state whereby financial transactions are not conducted with money in
the form of physical bank notes or coins, but rather through the transfer of
digital information (usually an electronic representation of money) between the
transacting parties. The cashless policy was established in the year 2012 by
the Central Bank of Nigeria to curb excesses in the handling of cash in
Nigeria. It prescribed a cash handling charge on daily withdrawal above five
hundred thousand naira (N500,000) for
individuals, and three million naira (N3,000,000)
for corporate bodies (CBN, 2011).
The
policy was not aimed at eliminating the use of cash completely, but to reduce
the volume of cash in circulation. This cashless policy introduced by the CBN
has helped as a tool to drive online and mobile-based transactions, using
infrastructural facilities such as the Internet, Electronic funds transfer
(e-payment), Point of Sale (POS), Credit Cards/Debit Cards, mobile banking, and
the Automated Teller Machine (ATM). It implies that the payment instrument is not physical cash
but other instruments such as cheques, electronic transfers, credit/debit
cards, and so on. The rapid advancement in electronic distribution channels has
produced tremendous changes in the financial industry in recent years, with an
increasing rate of change in technology, competition among players and consumer
needs (Hughes, 2001). Most developing countries like Nigeria are on the
transition from a pure cash economy to cash-less one.
Modernization of the financial system in
Nigeria in line with the global trend has helped corporate organizations enjoy
faster access to capital, reduced revenue leakage and reduced cash handling
costs. The introduction of the cashless policy has also helped e-commerce to
achieve greater penetration. A modern financial system backed up by the cashless
policy helps to improve economic activities. Oginni et.al (2013) observed that e-payment system is increasingly gaining
users’ acceptance, and that there is gradual increase in the percentage of
non-cash transactions in the last few years. Since production and other
economic activities such as buying and selling would have to be paid for, the
cashless policy facilitates e-transactions and e-payment. This indicates that
business people and businesses must open bank account in order to be
financially inclusive. This further helps to strengthen CBN’s policy on
financial inclusiveness.
The
cashless policy which thrives better in the urban sector of the economy where
literacy level is high, and where most of the economic activities take place has
developed a new form of businesses and employment opportunities for
entrepreneurs, business people, professionals and job seekers. Infrastructure
that facilitate the cashless policy need to be produced by some firms and
distributed by other business concerns. Also, repairs and services need to be
carried out by either the producers or other service-related firms. Therefore,
cashless policy has successfully brought about the development of integrated
businesses.
According
to Hughes (2001), consumer behaviour is the study of how the consumer, makes
purchase decisions, and the underlying factors that influence such decisions.
Consumer attitude, on the other hand, is the favourable or unfavourable
inclination toward an object e.g a person, place, retailer etc. It is common
knowledge that an individual with a positive attitude is more likely to buy a
product. Consumer attitude basically comprises
beliefs, feelings and behavioural intentions towards some objects.
Belief plays a vital role for consumers because, it can be either positive or
negative towards an object. (Ajzen and Fishbein, 2000).
Human
beliefs are not accurate and can change according to situations. Understanding
the behaviour and attitude of consumers will help the banking sector understand
their disposition towards banking operations, including the cashless banking
policy instituted by the CBN.
1.2 STATEMENT OF
THE PROBLEM
Nigeria is a country heavily dominated by cash. This is not
in line with the global trend, considering Nigeria’s ambition to be amongst the
top 20 economies of the world by the year 2020 (CBN, 2011). Furthermore, it is
estimated that about 65% of the cash in circulation in the Nigerian economy is
outside the banking system, thus severely limiting the impact of the CBN’s
efforts at price and economic stabilisation in managing inflation and
encouraging economic growth.
Inflation is frequently
described as a state where “too much money is chasing too few goods”. When
there is inflation, the currency loses purchasing power. The purchasing power
of a given amount of naira will be smaller over time when there is inflation in
the economy. Value addition technologies are developed and transferred to
farmers and other individuals in rural communities. The expectation is that
this will enhance productivity and improve financial conditions of these
entrepreneurs, and enhance food security. This will also translate to enormous
cash availability for the producers and service related firms in rural
communities.
High volume of cash in transactions impose tremendous cost
to the banking sector and consequently, the customer, in terms of cash
management, frequent printing of currency notes, currency sorting and cash
movements. As the volume of cash in circulation grows, so does the cost of cash
management to the financial system. Another problem caused by high volume of
cash in circulation is the increase in organised crime such as armed robberies,
kidnapping and money laundering. It is a well-known fact that criminal
underworld usually requires huge volume of cash to carry out their nefarious
operations in order to avoid being traced or tracked. There is also the problem
of keeping money at home, given the incidences of armed robbery, burglary, fire
etc.
The most prevalent of problems customers face using alternative
channels of payment or withdrawal, is the issue of fraud. Many unsuspecting
customers have fallen prey to the gimmicks of these fraudsters with little or
no help from the banks for the refund of their money. They receive text
messages or emails purportedly sent from their banks and go ahead to disclose
vital information such as the Personal Identification Number (PIN), authorized
signature, security code or even their Bank Verification Number (BVN). It is,
therefore, not surprising that these set of consumers will have a negative
attitude towards use of alternative means of payment and withdrawal as a result
of past experience, as well as inadequate knowledge of the operation of these
channels. They also lack knowledge on identifying the difference between
messages sent from the banks, and those sent by fraudsters giving rise to
discontinuance in the use of cashless banking services.
In Nigeria today, infrastructure is
a major problem that hinders the money deposit banks from attaining full potential
in terms of certain policy implementation and its impact on financial
transactions in the banking industry. The infrastructure in Nigeria over the
years has not been reputable and thus has given way to ineffectiveness to the
sincerity in financial transactions in the banks. ATM's,
Point of Sales system, mobile banking and other mediums have to dramatically
expand to touch at least 40% of the whole economy before any meaningful effect
can be achieved (Ernest
and Fadiya, 2012).
The level of technology in the
nation is rather poor and increasing at a slow pace and as such has not given
room for major development and policy implementations that may have risen. The
technology available for carrying out banking transactions are not as effective
as they ought to be, therefore leaving people with no other choice than to keep
cash in their houses in order to avoid having to spend lots of time in the
banking halls due to low servers, interrupted power supply, bad internet
services. Illiteracy and low level of education leave many individuals in the
dark, and therefore, result in the inability of the people to understand when
developments are being put into place (Ernest and Fadiya, 2012). Many people do not see the need to keep their
money in the banks or invest them due to the lack of understanding they have.
Although
consumers are aware of the cashless banking service options, consumer attitude
and adoption rate or behaviour have not been commendable (Ernest and Fadiya, 2012).
This study is aimed at assessing the level of knowledge and attitude on one
hand, and the behaviour or practice of selected cashless banking services on
the other hand. This is with a view to identifying any gap that may exist
between knowledge, attitude and practice (KAP) of selected cashless banking
services and to what extent the gap exists. Analysing the knowledge, attitude
and behaviour of consumers towards cashless banking services in the study area
will enable the consumers have better understanding of the cashless policy and
be favourably disposed towards it. It would create the needed awareness for the
CBN and other commercial banks to improve on adoption level of the cashless
banking service options through effective communication. This would further
enable the CBN achieve its goals of establishing the cashless policy in line
Nigeria’s vision 2020 goal of being amongst the top 20 economies by the year
2020.
1.3 RESEARCH
QUESTIONS
The
study was guided by the following research questions;
1. What are the socio-economic
characteristics of the rural households?
2. What is the level of knowledge of
selected cashless banking services?
3. What is the attitude of the rural
households to selected cashless banking services?
4. What is the level of use of selected
cashless banking services by the rural households?
5. What are the benefits of associated
with the use of cashless banking services?
6. What are the constraints to the use
of selected cashless banking services by the rural households?
1.4
OBJECTIVES OF THE STUDY
The broad objective of the study is
to analyze the effect of consumers knowledge, and attitude on use of cashless
banking services among rural households in Abia State. Specifically, the study sought
to:
i. describe the socio-economic
characteristics of the rural households;
ii. ascertain the level of knowledge (K)
of the rural households to selected cashless banking services;
iii. ascertain the attitude (A) of rural households to selected cashless banking services;
iv. ascertain the level of use/practice
(P) of selected cashless banking services;
v. identify the benefits of using
cashes bank services;
vi. ascertain the constraints to the
practice of cashless banking services by the rural households in the study
area.
1.5
HYPOTHESES OF THE STUDY
The following hypotheses were tested
in the study:
H01׃ There is no significant relationship
between the knowledge of the rural households and use of cashless banking
services.
H02׃ There is no significant relationship
between the attitude of the rural households and use of cashless banking
services.
H03׃ There is no significant relationship
between selected socioeconomic characteristics of the rural households and use
of cashless banking services.
H04:
There are no significant differences
in knowledge, attitude and practice (use) of cashless bank services in the
study area.
1.6
JUSTIFICATION OF STUDY
Nigeria is a country heavily
dominated by cash because majority of the payments are made in cash. Consumers
who are used to making payments in cash may not adopt alternative channels,
especially where they do not have full knowledge of it, or have had previous
bad experiences from using such alternative channels. The adoption of
alternative channels provided by money deposit banks in line with the CBN
cashless policy largely depends on the infrastructures put in place by the CBN
and money deposit banks. These will either create a positive or negative
attitude or disposition towards the use of these alternative channels by
consumers.
The
behaviour of the consumers towards cashless banking services, in terms of
liking or disliking a particular product offering would enable the banks to
re-strategize in line with consumer needs. The marketers believe that by
understanding what compels an individual to buy a particular product or service
over the other, it is easy to identify which product are in need and which have
become obsolete and accordingly the marketing strategies could be redesigned.
It is important to study the behaviour and attitude of the consumers in order
to make better strategic decisions. If the marketer has complete knowledge
about the consumer’s likings or disliking’s, he can then predict the response
of the potential customers towards his offerings.
Thus, studying the consumer behaviour before and during purchase helps in
production scheduling, designing, pricing, positioning, segmentation,
advertising and other promotional activities.
The study will aid consumers to
improve on their knowledge of the operation of this infrastructure, as well as
guard against unauthorized withdrawals. The study will also enlighten them on
the benefits associated with migrating to alternative channels especially
guarding against the risk of robbery attacks, increased convenience, more service
options etc. It would further sensitize CBN and money deposit banks on the
state and availability of the banking infrastructures, as well as on improving
the security features on the banking applications which will further safeguard
the consumers’ funds. This is because if consumers feel unsafe using such
banking applications, the adoption level would be low.
This study will also enlighten
corporate organizations on the benefits of using these alternative channels
such as faster access to capital, reduced revenue leakage, as well as reduced
cash handling costs as a result of depositing huge amounts of money in these
banks.
Furthermore, government can benefit
immensely from the CBN cashless policy especially increased economic
development. Adoption of the CBN cashless policy would greatly reduce the risk
of cash- related crimes, and modernize our payment system in line with
Nigeria’s vision 2020 goal of being amongst the top 20 economies by the year
2020 (CBN, 2011). It would also curb corruption especially in money laundering,
amongst other cash-related fraudulent activities.
1.7
SCOPE OF THE STUDY
This
study focused on selected commercial banks operating in Abia State and on six
cashless banking services which include Automated Teller Machine, Point of
Sale, Internet banking, Mobile banking, Electronic funds transfer and
Credit/Debit Cards. The study drew its respondents from rural communities which
include civil servants farmers that hold bank accounts in the State.
1.8
DEFINITION OF TERMS
Automated
Teller Machine (ATM): This is a product of
technological development to enhance
quick service delivery as well as diversified financial services such as cash
deposits, withdrawals, funds
transfer etc (Odusina , 2014).
Bank: The bank is a financial
institution which deals with debits and credits. It lends, accept and deposits
money, closes the space between the lenders and borrowers (Prabhavathi et al, 2018).
Cashless Banking: Keivani et al. (2012) describes electronic banking as “a term which
defines the process which a customer performs transactions digitally without
visiting the bank”.
Cashless
Society: a cashless society has
been defined as a state where banking transactions are conducted without
physical cash rather through the transmission of digital information between
the transacting parties (Wikipedia.org).
Cheque:
Investopadia
defines cheque as a document that orders a bank to pay a specific amount of
money from a person's account to the person in whose name the cheque has been
issued.
Consumer
Attitude: Attitude has been defined as an enduring
disposition to respond in a perculiar way toward a given class of objects
(Tanya, 2008).
Consumer
Knowledge: Knowledge from customers is knowledge
residing in customers which can be valuable for marketing purposes but is not
easily accessible for the firm e.g knowledge about how to use products and
services (Przemyslaw T. 2017)
Credit
Card: This is a card issued by a bank that
helps the card holder loan funds which may be used in paying for goods and
services (Mercy, 2011).
Debit
Card: This is a bank card used instead of cash
when making purchases. The money comes directly from the user's bank account
when performing a transaction (Mercy, 2011). Debit cards also allow for instant
withdrawal of cash from and ATM.
Economic
Development: This is known as efforts that seek to
improve the economic well-being and quality of life of a community by creating
and/or retaining jobs and supporting or growing incomes and tax base. It is the
process in which an economy grows or changes and becomes more advanced,
especially when both economic and social conditions are improved (Acha et al.,
2016).
Economic Growth: This is the increase in the goods and services produced by an
economy, typically by a nation, over a long
period of time.
It is measured as percentage increase in
real Gross Domestic Product (GDP), which is Gross Domestic Product (GDP)
adjusted after inflation. GDP is the market value of all final goods and
services produced in economy or nation. Economic growth is an increase in a
country's productive capacity, as measured by comparing Gross National Product
(GNP) in a year with the GNP in the previous year (Ogini et al, 2013)
E-
commerce:
This is the buying and selling of goods
and services, or the transmitting of funds or data over an electronic network,
primarily the internet. These business transactions occur either as business to
business, business to consumer, consumer to consumer or consumer to business
(Keivani et al. 2012).
E-
transaction:
This is the sale or purchase of goods or
services, whether between businesses, households, individuals, governments, and
other public or private organizations, conducted over computer- mediated
networks (Keivani et al. 2012)
Electronic
Payment (Electronic Funds Transfer): This
is a way of paying for goods or services electronically, instead of using cash
or cheque. It is a financial exchange that takes place online between buyers
and sellers. The content of this exchange is usually some form of digital
financial instrument such as encrypted credit card, electronic cheques or
digital cash (Keivani et al. 2012).
Financial
Inclusion is the delivery of financial services at affordable costs to sections of
disadvantaged and low-income segments of society, in contrast to financial
exclusion where those services are not available or affordable (CBN 2018).
Point
of Sale Terminal (POS): This
is a computerized replacement for a cash register. POS are used in most
industries that have a point of sale such as service desk, including
restaurants, hotels, etc. A POS terminal is an electronic device used to
process card payments at retail locations. A POS terminal generally does the
following: reads the information on a customer’s credit or debit card. (Adriana,2006)
Data
Availability: is
the process of ensuring that data is available to end users and applications,
when and where they need it. it defines the degree or extent to which data is
readily usable along with
Kap-gap: The difference
between levels of knowledge and attitude, on one hand, and practice or
adoption, on the other hand.
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