TITLE:
Adoption of Internet Banking Services by Corporate Customers for Forex Transactions Based on the TRA Model
AUTHORS:
Lufwendo Lishomwa, Jackson Phiri
KEYWORDS:
Internet Banking Services, Theory of Reasoned Action, Corporate Custom-ers
JOURNAL NAME:
Open Journal of Business and Management,
Vol.8 No.1,
January
9,
2020
ABSTRACT: The digital banking system provides numerous advantages to customers,
however, there is still a lack of trust among some corporate customers. Absence of face-to-face interaction makes it
very impersonal. Thus, customers are more comfortable dealing with people in a
physical bank setting that provides personalized services as opposed to
mechanical interaction. Many customers still do not trust the online mode of
service especially for money related transactions. Users who are not
familiar with internet banking feel very uncomfortable as they have doubts
regarding the accuracy of the transactions done online. The study looked to
identify the factors inhibiting the corporate customers of FNB Industrial
Branch from adopting internet banking technologies. The data was collected
through closed ended questionnaires that
were administered face-to-face within FNB Industrial Branch. The study focused
on corporate customers and was administered to 132 respondents which
represented an 88% response rate. The data labelling and cleaning were done using SPSS. Cronbach’s Alpha was used for
measuring the total consistency between all items of the instrument and
internal consistency among items for each dimension. After reliability analysis,
it was established that the key factors influencing internet banking were: performance expectancy, control factors, social
influence and behavioural intention. A simple regression analysis was conducted
to test the research hypotheses following the criteria established by
considering use of internet for forex transactions as the
dependent variable. All of the independent variables were positive but only one
was significant at the confidence level of P ≤ 0.05. Only social influence is said to have an effect on
internet use for Forex transactions, therefore, based on the study, social influence would be a stronger factor leading
to adoption of internet banking for Forex transactions.