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 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
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
RESEARCH METHODOLOGY
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
DATA PRESENTATION AND ANALYSIS
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
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
LIST OF TABLE
Table 1: Population of the Study 25
Table 2: Sample Size 25
Table 3: Distribution of Respondent by Gender 28
Table 4 Age distribution of the respondents 29
Table 5 Education status of the respondents 29
Table 6 Marital status of the respondents 30
Table 7 The years of the respondents with the bank 30
Table 8 Summary of Responses on Research Questions One 31
Table 9 Summary of Responses on Research Questions Two 32
Table 10 Summary of Responses on Research Questions Two 33
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.
1.2 Statement of Problem
Evidence from the literature shows that GSM has considerable impact on the economy being an emerging communication industry in Africa, with Nigeria rated as one of the fastest growing market in this field of communication. To attain customer loyalty, long-term viability and profitability and consequent success, institutions are placing increasing emphasis on the customer satisfaction Buhalis (2003). Recent empirical evidences show that quality of services and products is a key determinant of customer satisfaction and customer loyalty. Mobile banking is expected to improve banks service delivery in a form of transactional convenience, saving of time, quick transaction alert and cost saving.
The extent to which the use of mobile banking by Nigerian commercial banks customers can improve service delivery is worth exploring. The impact of mobile banking on the banks service delivery has not been greatly explored in Nigeria. Few studies in Nigeria focus on mobile and internet banking adoption and more on ATM banking, this is because mobile banking is just gaining wider acceptance in Nigeria.
1.3 Objectives of the Study
This project aimed at investigating into the problems and prospects of Mobile banking on service delivery in the Nigerian commercial banks. The specific objectives include:
1. To ascertain relationship between mobile banking and service delivery of Commercial
Banks in Yola South Local Government Area, Adamawa State.
2. To examine mobile banking influence on service delivery of commercial banks in Yola South Local Government Area, Adamawa State.
3. To identify the problems associated with the adoption of mobile banking in Commercial Banks in Yola South Local Government Area, Adamawa State.
1.4 Research Questions
The study will answer the following research questions:
1. Is there any relationship between mobile banking and service delivery of commercial Banks in Yola South Local Government Area, Adamawa State.
2. How does mobile banking influence service delivery of commercial banks in Yola South Local Government Area, Adamawa State.
3. What are the problems associated with the adoption of mobile banking in Yola South Local Government Area, Adamawa State.
1.5 Delimitation of the Study
This will cover electronic banking focusing its potential effect on customer service delivery. There are numerous and emerging types of electronic banking such as Automated teller machine (ATM), internet banking, mobile phone banking, debit cards, E-switch telephone banking, SMS banking and network banking just to mention a few. This study will focus on the mobile banking impact on customer service delivery in Fidelity Bank and Guaranty Trust Bank, in Yola South Local Government Area, Adamawa State.
1.6 Significance of the Study
This study will be significance to banks stakeholders, government and further researches.
This study will to help stakeholders in the banking industry identify and formulate strategies that will promote mobile banking. This study will be useful to government as well as non -governments like Consumer Protection Agency in drafting policy framework on electronic banking.
This study shall contribute to knowledge and serve as source of reference in the academia. For this future researcher can read the methodology as well as the findings of this study.
They will benefit immensely on the finding of the study. They as well shall be informed by the strength and the weaknesses of the service they are providing. One major benefit to them shall come from the recommendations of the study.
1.7 Limitations of the Study
According to Best and Khan (1989), limitations are those conditions beyond the control of the researcher that will place restrictions on the conclusions of the study and their application to other situations. This study is, therefore, constraint by the wide area the study is supposed to have captured, shorter period for the completion of the study, inadequate funds for this study and bureaucratic rules in the study settings.
The study as a matter of fact should have captured all the customers of major banks in Nigeria if not Africa. This is, however, impractically impossible due to many factors such as a huge research team and many other factors. The researcher per the rule of the university is supposed to complete this study within one semester. This is a rule ought to be complied with strongly. This condition is beyond the control of the researcher as he is expected to present the report of this study within a relative shorter period.
One major limitation of this study will be lack of fund. The researcher as an individual student has to manage his meager income in undertaking this study. It is a known fact that there are lack of financial support for research in Africa of which Nigeria is of no exception. With the necessary research sponsorship the study could have captured a wide spectrum rather than the three selected banks. This may affect the findings of this particular study especially in making general conclusions and comparing this study to similar ones with the requisite financial support.
The last limitation of this study is the bureaucratic procedures to be observed in the selected institutions of study. Corporate bodies have their own laid down rules binding workers, customers, and the general public of which the researcher is a part. These rules or protocols cannot be broken no matter how unfavorable they will be to the researcher. In institutions such as banks where staff are to be interviewed certain sensitive or vital Information cannot be released to an outsider such as a research
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