ATTITUDE OF BANK CUSTOMERS TOWARD MOBILE BANKING SERVICES IN WARRI, DELTA STATE

ABSTRACT

The study examined the attitude of bank customers toward m-banking services in Warri, Delta State. It also evaluated the extent to which the innovative attributes (relative advantage, compatibility, complexity, observability and perceived security of m-banking services) and demographics (age, gender, educational qualification and income) influenced the attitudes of bank customers toward m-banking services in Delta State. The population of this study consisted of all the customers of selected Money Deposits Banks (MDB) in Warri, Delta.  The sample size of the study was 486, while sampling was done through systematic random sampling process.   The method of data collection was by means of a questionnaire.  The data collected from the respondents were analysed with both descriptive and multiple regression. The findings from this study were that attitude towards m-banking adoption is positive and all the innovation attributes (perceived compatibility, perceived complexity; perceived relative advantage, perceived security and observer ability) have positive and significant influence on attitude toward the adoption of m-banking services in Warri, Delta State. The study also showed that income level and educational status have significant influence on attitude of people toward the adoption of mobile banking services in Warri, Delta State, while gender and age had no significant influence. Based on these findings, we recommend that banks should improve the response time of the mobile banking application, ensure that the navigational aids in m-banking application are easy to read and ensure secure and safe m-banking application among others.