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Volume 5, Issue 7, July – 2020 International Journal of Innovative Science and Research Technology

ISSN No:-2456-2165

The Factors Affecting the Adoption of Online


Banking Services by Civil Servants in Cameroon
Lith Enestine Tembon Ambit
Istanbul Aydin University
Institute of Graduate Studies

Abstract:- Factors affecting the adoption of online The bank service delivery can be competent when the
banking services by civil servants in Cameroon was contextual processes are well-organized. An effective
examined in this survey. Raw data were gotten through contextual process could be achieved when it is cohesive
questionnaire which was distributed mostly among the with electronic settings. The mechanisms such as hardware,
civil servant in Douala of Cameroon. The analyses used data, app, web and customers are the crucial basics of the
in this survey were crosstabs test, descriptive analysis, structure. The clients become fulfilled through service once
factor analysis, correlation test, and regression test. The it springs the greatest expediency and solace of service
findings revealed that awareness factor has a positive execution (Singhai & Padhmanabhan, 2008). The swift
and significant effect on online banking, security & advance of web advancement and circulation of cell
trust assurance showed a negative and insignificant phones, online banking has attracted attention in offering
effect on online banking service, innovative factor financial services. Online banking offers monetary
displayed a negative and insignificant effect on online transactions services like fund transfer and pay bills
banking service, and customer service assurance through cell phones device and smart phone. In looking for
revealed positive but has insignificant impact on online enhancements in client involvement, financial societies
banking service. It was concluded that internet banking have instigated subscribing various online banking services.
is difficult to understand and its time consuming among Online banking is a way of exploring possibility to use
many of the users and internet fraud discourages the internet app in one of the several domains of commerce.
use of internet banking in Cameroon. Additionally, the The only way that banks could be allied to their clients at
dissemination of information through the internet is not any location and time is via online applications (Singhai &
mostly secure and efficient. Padhmanabhan, 2008). Luo, et al. (2010) online banking
offers new cost saving prospects for banks, decreasing
Keywords:- Online, Banking, Customer Service, operation costs, diminishing error in transactions and
Satisfaction, and Cameroon. reducing fraud, producing extra revenue via commissions
and service fees, and increasing retention and loyalty
I. INTRODUCTION among customers.

The issues affecting the use of internet services of the Although online banking accompanies a swarm of
bank by civil servants in Cameroon cannot be over- risks and security dangers yet at the same time an ever-
emphasized. Banks play a crucial role in the financial increasing number of banks are utilizing the advantages the
formulation of any nation and exhibit a substantial role in online needs to convey banking services to
the growth and development via competent services (Al- clients/customers. Banks have applied online banking to
Smadi, 2012). Also, growth is one of the vital aims of the offer customers a variation of services with more suitability
governments (Ugurlu,2009, Ugurlu,2010). Banks offer for accessing information and making transactions
linkage between borrowers and lenders, surplus and deficit (Safeena, Abdullah, & Date, 2010). Besides, Amin (2009)
units, resulting to form investment. Some years ago, carried out an investigation and found out that issues
banking services have been faced with different changes influencing a consumer to admit or reject the practice of
connected with financial liberalization and globalization. online banking are the deceptive usefulness, comfort of
Due to the technological changes or modernization, banks usage, and social norms were significant whiles alleged
develop different choices of services accessible to the pleasure were unimportant to the adoption of online
existing and potential customers and increase their reliance banking on consumers behave. The review conducted by
on technology. Banking sector is one of the inclined sectors other studies on the subject such as Kolodinsky et al.
accepting technologies which are obliging in producing (2004); Pikkarainen et al. (2004); Yiua Grantc & Edgar
improved services to clients. Technological innovations (2007); depict that many studies were carried out in
improve the quality of service and safe transaction time developed countries. In contrast, few studies were carried
(Safeena, Abdullah, & Date, 2010). Online banking uses out in developing countries such as Jabnoun and Al-
web as a means of rending services such as funds transfer, Tamimi (2003); Al-Somali, et at. (2009).
paying bills, opening of account, buying financial
instruments and the like (Haque et al. 2009 as cited by  Study Scope
Samsunia, 2016). The study shall mainly focus on Civil Servant in
Cameroon. Cameroon is in Central Africa with area
covered of about 475,650km2 (183,650sq.mi). it has about

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Volume 5, Issue 7, July – 2020 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
24million population and has about 250 ethnic groups with equation modelling. They found that the adoption of mobile
270 African languages and dialects. However, the internet by Saudi customers is motivated with trust,
commercial capital of Cameroon (Douala) will be major innovativeness, perceived usefulness and enjoyment which
focused. Douala has about 1.3million people comprised of are statistically significant. Jansen and Schaik (2018) wrote
civil servant and non-civil servant. The civil servant will be on testing online behavior in banking sector of Netherlands.
majorly used as the target audience in this study. Partial least square path modelling was used in the study
and the results revealed that there exists high level of
II. LITERATURE REVIEW variance for precautionary online behavior. Jehan and
Ansari (2018) conducted a survey in Saudi Arabia on the
Banks have utilized online networks to carry out adoption of internet banking. The descriptive analysis
banking activities with their clients. Recently, financial revealed that trust is the most prominent aspect for the
institutions are using online means to get guidelines and internet banking acceptance. Alalwana, Dwivedi, and Rana
communicate services to the final consumers. Although, the (2017) considered the influences inducing the acceptance of
scope of administrations assumed by banks about the online mobile banking by Jordanian banks where 343 respondents
shift generally in element, which is known as internet were participated in the survey using structural equation
banking. Online banking definition differs among scholars, modelling technique. The study found out that behavioral
according to Daniel (1999), online banking implies a sort of intention exhibits significant and positive impact on the
administrations in which clients can demand info and other variables used in the study. Medrad and Mohammadi
complete banking services via processor, TV or mobile (2017) wrote on the impact of word of mouth on the
communication. Internet banking is the exchanging of adoption of mobile banking in Iran, using structural
services via internet networks that includes electronic equation modelling and path analysis. The findings showed
plantation and connectivity of services through electronic that the main factor affecting mobile banking is the word of
means. This can consolidate store enchanting, advancing, mouth. Patel and Patel (2017) used structural equation
the course of action of budgetary device, electronic charge modelling to examine the adoption of internet banking in
portion, and the game plan for various things and India and found that the increase in technology acceptance
organizations, for instance, electronic money. The model inculcate higher prediction compared to banking
electronic banking as yielded a technique channel to services technology acceptance model.
motivate in achieving high ground and augmentation a bit
of the general business. Also, electronic administrations can Montazemi and Qahri-Saremi (2015) examined the
spare the expense of assets, which are required for factors affecting online banking adoption. The study
customary financial administrations (Jayawardhena et al. employed two-stage random effects meta-analytic and
2000, Ugurlu, 2020). Aladwani, (2001) proposed that e- structural equation modelling methods, and it revealed that
banking gives quicker, simpler and increasingly solid ten major factors affect consumer’s adoption of the e-
administrations to clients. banking. Akhisar, Tunay and Tunay (2015) wrote on
innovations on the performance of banking using e-banking
Electronic banking (e-banking) is a banking services as a case study in developed and developing
instruments, expected to the clients, lawfully countries. Panel data analysis was used, and the report
structured/designed, which allows installment of payments, showed that bank profitability is affected with e-banking
exchanging transaction, cash transaction record to another, significantly. Dauda and Lee (2015) investigated the
etc. Electronic banking is utilized in connection with PC adoption of technology and consumers’ preference on
and internet, regardless of the location of the participant. E- online banking service in Nigeria using conjoint analysis.
banking is a general term referred to characterize the Their study found that the adoption of e-banking services
specific banking services which include the use of needed to increase some factors such as ATMs integrated
electronic, internet and mobile technologies (Kim et al., with smart phones, website customization, and biometric
2011). E-banking system signifies a range of systems services. Shieh, Chang, Fu, Lin, and Chen (2014) examined
ranging from automated teller machines (ATMs), electronic the factor that affects the adoption of mobile services in
banking, computer banking, cable banking, Online banking Taiwan. Fuzzy hierarchy process model was used to
and, most recently, smartphone banking (Parker & Parker, analysis the gathered data and they found that mobile
2008). Such technologies are rapidly widespread in the service is important than both mobile equipment and
banking sector and are used to offer better services to consumers' psychological factors.
consumers seeking simplicity and technology-savvy and to
minimize banks' operating costs (Nasri, 2011). Internet and Yiua, Grantc, and Edgar (2007) studied the factors
mobile banking have been the leading distribution affecting the adoption of online banking in Hong Kong. T-
platforms used by banks to service their clients in line with test and Pearson correlation were used as the estimation
customer demand and higher returns and market conditions techniques, and it was revealed that some factors showed
(Moutinho & Curry, 1994). positive connection with the embracing of internet banking.
Cheng, Lam, and Yeung (2006) examined internet banking
Alalwan, Baabdullah, Rana, Tamilmanic, and adoption in Hong Kong. They employed structural equation
Dwivedic (2018) investigated the adoption of mobile modelling as the estimation technique and found out TAM
internet in Saudi Arabia. Questionnaire was distributed to model needs to be supported and extended that what
the selected elements of the population using structural determine the behavior of the users is their intention. Shah

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Volume 5, Issue 7, July – 2020 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
and Siddiqui (2006) investigated organizational factors in about the population in which the sample is conducted that
adopting online banking using Woolwich bank in UK. The focus entirely on the relationship between the target survey
study employed interview form of qualitative research and the actual population. The sampling decision ought to
method, and revealed some factors affecting e-banking, be important in gathering the information needed. This
some of them are customers’ understanding, multiple study population is 400,000 participants though the total
channels, system integration, organizational flexibility, to sample shall be selected using Yamane (1967) formula to
mention a few. Bauer and Hein (2006) studied risk effect arrive at the study sample population.
on the adoption of online banking in US, employing The formula is presented as:
logistic regression as the estimation technique. However,
the findings showed that educating younger customers 𝑁
𝑛=
about internet banking risk is more useful than educating 1 + 𝑁(e)2
older customers. 𝑤ℎ𝑒𝑟𝑒 𝑛 = 𝑜𝑣𝑒𝑟𝑎𝑙𝑙 𝑠𝑎𝑚𝑎𝑝𝑙𝑒
𝑁 = 𝑃𝑜𝑝𝑢𝑙𝑎𝑡𝑖𝑜𝑛
 Gap in the Literature 𝑒 = 𝐿𝑒𝑣𝑒𝑙 𝑜𝑓 𝑠𝑖𝑔𝑖𝑛𝑖𝑓𝑖𝑐𝑎𝑛𝑐𝑒 (𝑇𝑎𝑘𝑒𝑛 𝑡𝑜 𝑏𝑒 0.05)
This investigation attempts to focus on the factors 𝑁
affecting the adoption of internet banking services by civil 𝑛=
1 + 𝑁(e)2
servants in Cameroon. Meanwhile, the empirical reviewed 400000
above shows many investigations that have been conducted =
1 + 400000(0.05)2
relating to the subject. However, this has not been majorly
= 399
conducted in Africa continent where technology
𝑛 = 393 Respondents
development is still the major focus in most of the
countries.
Three hundred and ninety-nine (399) questionnaires
shall be used and distributed in the study. The respondents
III. METHODOLOGY
shall be selected randomly from different location of the
Cameroon.
 Population
The study area is Cameroon which is at the central of
 Model Specification and Framework
Africa. More than 250 native languages are spoken in the
This study shall adapt a functional model which is
country but has two official languages such as French and
presented as follows:
English. It has about 475,442km2 area with above
OBS = f(IF, STF, CSA, AF, U)
25.22million population according to World bank in 2018.
Where
Meanwhile, civil servants are the target audience of this
OBS – Online Banking Service
study and its population according to payroll list as at 2018
IF – Innovative Factor
is above 400,000 (Ngenge, 2019).
STF – Security & Trust Factor
CSA – Customer Service Assurance
 Sampling
AF – Awareness Factor
Sampling notes the intention of collecting data from a
U – Other Factors
survey which is to enable the researcher to make assertions

 Conceptual Framework

Fig 1
Source: Author’s Design

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Volume 5, Issue 7, July – 2020 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
This study independent variable is the key factors which is proxy with security & trust factor, innovative factor, awareness
factor, and customer service assurance while the dependent variable is online banking service.

 Result Presentation and Discussion

 Crosstabs Analysis

Count
Do you use online banking services? Total
No Yes
Male 8 157 165
What is your sex group?
Female 8 135 143
Total 16 292 308
Table 1:- What is your sex group? * Do you use online banking services? Crosstabulation
Source: Researcher’s computation

The above table shows the report of crosstabs test conducted between gender and the use of banking service in Cameroon.
The report revealed that 8 males chose No that they did not use online banking service and 157 of the males chose yes while 8
females chose No and 143 of the females chose Yes. This indicates that many of the participants use online banking service
though the male users are more than the female users.

Do you use online banking services? Total


No Yes
Under 18 4 20 24
19-25 2 118 120
What is your age?
26-35 3 101 104
36-45 7 53 60
Total 16 292 308
Table 1:- What is your age? * Do you use online banking services? Crosstabulation
Source: Researcher’s computation

Table 2 displayed the crosstabs between age bracket of the participants and online banking service usage. It was reported that
age under 18 accounted for 4 No and 20 Yes, age bracket between 19-25year accounted for 2 No and 118 Yes, age bracket
between 26-35years are 3 No and 101 Yes, while age between 36-45years accounted for 7 No and 53 Yes, indicating that the age
between 19-25 mostly use online banking, followed by age between 26-35years, 36-45years, and under 18 respectively.

 Descriptive Analysis

N Minimum Maximum Mean Std. Deviation


Online Banking Service 308 0 3 .99 .379
Awareness Factor 308 0 3 1.38 .671
Security & Trust Assurance 308 1 5 2.09 .923
Innovative Factor 308 1 5 2.08 .837
Customer Service Assurance 308 1 5 2.19 .870
Valid N (listwise) 308
Table 3:- Descriptive Result
Source: Researcher’s computation

The descriptive method revealed the minimum value of 0 for both online banking and awareness factor while security & trust
assurance, innovative factor, and customer service revealed the minimum value of 1. The maximum also showed 3 for both online
banking and awareness factor with an average value of 0.99 and 1.38 respectively. The standard deviation value of online banking
service and awareness are 0.379 and 0.671. More so, the maximum value of the other variables such security & trust assurance,
innovative factor, and customer service is 5 with the average value of 2.09, 2.08, and 2.19 while the standard deviation values are
0.923, 0.837, and 0.870 respectively.

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Volume 5, Issue 7, July – 2020 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
 Reliability Result

Cronbach's Alpha N of Items


.768 12
Table 4:- Reliability Statistics
Source: Researcher’s computation

The report of the reliability test shows the value of 0.768 on the questionnaires distributed to the participants which indicates
that the questionnaire has above 75percent reliability to capture the study focus.

 Factor Analysis

Component Initial Eigenvalues Extraction Sums of Squared Loadings


Total % of Variance Cumulative % Total % of Variance Cumulative %
1 6.697 55.812 55.812 6.697 55.812 55.812
2 .926 7.717 63.529
3 .711 5.929 69.458
4 .672 5.599 75.056
5 .622 5.179 80.236
6 .523 4.358 84.594
7 .410 3.414 88.008
8 .374 3.117 91.125
9 .339 2.821 93.946
10 .300 2.497 96.443
11 .233 1.940 98.384
12 .194 1.616 100.000
Table 5:- Total Variance Explained
Source: Researcher’s computation

The variational factor analysis employed in the survey using the sum extraction loadings revealed that the first component
has the value of 55.812 representing 55.8percent which indicates that the first component could accounted for more than
50percent in the items.

 Correlation Result

Online Awareness Factor Security & Trust Innovative Factor Customer


Banking Assurance Service
Service Assurance
Pearson Value 1 .343** -.101 -.153** -.046
Online Banking
Sig. .000 .077 .007 .423
Service
N 308 308 308 308 308
Pearson Value .343** 1 -.297** -.345** -.265**
Awareness Factor Sig. .000 .000 .000 .000
N 308 308 308 308 308
Pearson Value -.101 -.297** 1 .556** .559**
Security & Trust
Sig. .077 .000 .000 .000
Assurance
N 308 308 308 308 308
Pearson Value -.153** -.345** .556** 1 .503**
Innovative Factor Sig. .007 .000 .000 .000
N 308 308 308 308 308
Pearson Value -.046 -.265** .559** .503** 1
Customer Service
Sig. .423 .000 .000 .000
Assurance
N 308 308 308 308 308
Table 6:- Correlations
Source:- Researcher’s computation

Table 6 presented the correlation result among the variables employed in the survey. The report reveals that online banking
and awareness factor has the value of 0.343 with sig value of 0.000, indicating that positive and significant connection exists
between online banking service and awareness factor. The connection between online banking service and security & trust

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Volume 5, Issue 7, July – 2020 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
assurance has the value of -0.101 with significant value of 0.077 showing that negative and insignificant connection exists
between online banking and security & trust assurance. The correlation between online and innovative factor has the value -0.153
with significant value of 0.007, indicating that negative and significant connection exists between online banking and innovator
factor. Also, the connection between online banking and customer service assurance shows that value of -0.046 with significant
value of 0.423, implying that negative and insignificant relationship exists between online banking service and customer service
assurance during the study period.

 Regression Result

Sum of Squares df Mean Square F Sig.


Regression 5.457 4 1.364 10.729 .000
Residual 38.530 303 .127
Total 43.987 307
Table 7:- Analysis of Variance
Source: Researcher’s computation

The table above shows the analysis of variance result of regression showing the regression and residual values of 5.457 and
38.530 with the degree of freedom value of 4 and 303. The mean square values are 1.364 and 0.127. Meanwhile, the F-stat and its
significant values are 10.729 and 0.000. this indicates the control variables could influence the dependent value (online banking
service).

Dependent Variable: Online Banking Unstandardized Coefficients Standardized t Sig.


Service Coefficients
B Std. Error Beta
(Constant) .727 .093 7.823 .000
Awareness Factor .190 .033 .338 5.828 .000
Security & Trust Assurance -.002 .029 -.006 -.084 .933
Innovative Factor -.034 .031 -.076 -1.101 .272
Customer Service
.037 .029 .085 1.255 .210
Assurance
Table 8:- Coefficients
Source: Researcher’s computation

Table 8 reveals that coefficient of the variables used in IV. CONCLUSION & KEY RECOMMENDATIONS
this survey. The reliant variable is the online banking
service against the control variables which includes Online banking protection can't be assured by
awareness factor, security & trust assurance, innovative technological solutions alone, the human element is also
factor, and customer service assurance. The report shows essential. If online banking clients don't take measures,
that awareness factor has the coefficient figure of 0.190 internet banking security can be easily exploited. It is on
with standard error 0.033 and sig value of 0.000, implying this note this survey concluded that online services have
that positive and significant effect exists between online truly changed the banking structure and interaction in
banking and awareness factor, that is, when awareness Cameroon though they mostly operate it fairly. It was also
factor is employed, there will be a positive and significant concluded that information content of the online banking
impact on online banking services. Security & trust service is fairly good, and the awareness of the online
assurance shows the coefficient value of -0.002 with banking service is moderate including the quality of the
standard error of 0.029 and the sig value of 0.933 indicating service is fair. Furthermore, it was concluded that the rules
that security & trust assurance reveal a negative and and regulations introduced by the regulatory authorities is
insignificant effect on online banking service and this could not adequately encourage the online banking involvement
be as a result of the limited technological measures in and this makes some of the customers to be worried with
monitoring the online activities in most of the developing online banking due to assessment of their account by other
countries of the world. The coefficient figure of innovative people and many of the them concur that buying goods
factor displayed was -0.034 with standard error value of through the online banking platform is time waste, difficult
0.031 and sig figure of 0.272, indicating a negative and and costly in Cameroon. More so, it was also concluded
insignificant effect on online banking service that is, that there is a positive and significant connection exists
innovative factor revealed negative impact on online between online banking service and awareness factor,
banking. The customer service assurance coefficient value though a negative and insignificant connection exists
is 0.037 with standard error of 0.029 and sig figure of between online banking service and security & trust
0.210, implying that customer service assurance reveals assurance, and between online banking and customer
positive but has insignificant impact on online banking service assurance.
service.

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Volume 5, Issue 7, July – 2020 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
 Key Recommendations [10]. Kolodinsky, J., M., Hogarth, J., M., Hilgert, M., A.,
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