TITLE:
Use of E-Banking and Customer E-Engagement in Developing Countries: Case of NFC Bank Cameroon
AUTHORS:
Jean Robert Kala Kamdjoug, Arielle Ornela Ndassi Teutio, Ulrich Tchakounte Tchouanga, Jean-Pierre Gueyie
KEYWORDS:
Electronic Banking, Use, Trust, E-Engagement, Developing Countries, Cameroon
JOURNAL NAME:
Theoretical Economics Letters,
Vol.12 No.5,
October
18,
2022
ABSTRACT: Technology-based banking has become essential in developing countries. In
these countries, the financial inclusion of populations and the development of
banks’ portfolios depend intensely on valuable services like E-banking. This
study aims to investigate the influence of some technological features of electronic financial services (Perceived personal
information protection, Perceived transaction security) and service
factors (Perceived time saving, Service quality,
and Perceived cost-saving) on Trust and Use of e-banking. It also studies the impact of Use of E-banking on E-engagement through Usage continuance and
Customer satisfaction. We use partial least squares structural equation
modeling (PLS-SEM) to test a research model with a sample of 346 customers of
NFC Bank in Cameroon. The study reveals that Perceived personal information protection and the service factors
(Perceived time saving, Service quality, and Perceived cost-saving) influence
Trust. However, Trust in E-banking does not necessarily lead to its use.
On the other hand, Use of E-banking influenced by both technological features
of electronic financial services (Perceived personal information protection,
Perceived transaction security) and service factors (Perceived time saving,
Service quality, and Perceived cost saving). The study brings managerial
implications for the development of E-banking offers in developing countries.