Professional Documents
Culture Documents
ISSN No:-2456-2165
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
Conceptual Framework
Fig 1
Source: Author’s Design
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.
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
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.
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
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
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
Regression Result
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).
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.