Factors that influence a customer's adoption to internet banking. (Case study: Kasangati Community)

Abstract

The purpose of this research was to establish the factors that influence a customer’s decision to adopt internet banking services and these factors included, convenience, relative advantage and trust. Studies in the banking sectors have been conducted on the factors that influence internet banking adoption in many countries and have been done on a national level. This study aimed to explore factors that influenced customer adoption of internet banking on a community level allowing examination of individuals who are relatively low income earners.

The result of this study indicated a positive result for the dependent variables indicating that for customers to adopt internet banking services they needed to consider costs and time of transaction, whether or not the service was perceived to be useful and easy to use and trust in the wireless networks that the internet banking services.

The study recommends that the service providers of the internet banking services invest in educating users the different banking services available over the internet. It also suggests that future researchers dig deeper into the contribution of demographic factors (for example age, gender and culture) towards the adoption of internet banking