Customers Perception on Prior Knowledge of Technology and Its Effect on Usage of Internet Banking in Commercial Banks in Kenya
Loading...
Date
2015
Authors
Waithaka, Stephen Titus
Muthengi, Kilembwa
Nzeveka, Joseph
Journal Title
Journal ISSN
Volume Title
Publisher
Paper Publications
Abstract
Internet banking allows banks to provide information and offer services to their customers conveniently
using the internet technology. However, studies have shown that customers have perceptions that impact on the
uptake and continuous usage of the platform. The purpose of this study is to understand the effect of customer
perceptions on usage of internet banking in commercial banks in Kenya. This study used descriptive research
design while a stratified random sampling technique was used to select subjects to represent the target population
which was made up of 1,837,312 customers of commercial banks within Nairobi County. An estimated 384
respondents were targeted to participate in the study. 272 questionnaires representing a 71% response rate were
received and analysed. Based on the findings of the research it was concluded that customers perceptions have an
effect on usage of internet banking. Prior knowledge of technology was forund to have an impediment in using
internet banking by customers. Not all customers are well versed in using systems used in accessing internet
banking- both software and hard ware.
Description
Article
Keywords
Internet banking, commercial bank, Technology Acceptance Model, customer perceptions
Citation
Waithaka, S. T., & Nzeveka, K. M. J. Customers Perception on Prior Knowledge of Technology and Its Effect on Usage of Internet Banking In Commercial Banks In Kenya.