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Strategic approach to build customers trust in adoption of internet banking in Nigeria

Trust plays a vital role in acceptance and usage of internet banking, hence applying appropriate strategies to build customers’ trust is essential for the service providers. The objective of this study is to investigate the strategies to build customers trust in acceptance and usage of internet bank...

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Main Authors: Popoola, Naimot Folake, Arshad, Md. Razib
Format: Article
Language:English
Published: JIBC Publisher 2015
Subjects:
T58.6-58.62 Management information systems
Online Access:http://eprints.utm.my/id/eprint/56139/1/NaimotFolakePopoola2015_StrategicApproachtoBuildCustomersTrustinAdoption.pdf
http://eprints.utm.my/id/eprint/56139/
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id my.utm.56139
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spelling my.utm.561392016-11-15T07:47:51Z http://eprints.utm.my/id/eprint/56139/ Strategic approach to build customers trust in adoption of internet banking in Nigeria Popoola, Naimot Folake Arshad, Md. Razib T58.6-58.62 Management information systems Trust plays a vital role in acceptance and usage of internet banking, hence applying appropriate strategies to build customers’ trust is essential for the service providers. The objective of this study is to investigate the strategies to build customers trust in acceptance and usage of internet banking in Nigerian. This study utilized interpretive research approach to understand the strategies used to build customers trust in internet banking in Nigerian banks. The data was primarily collected through semi- structured interviews with bank managers and analysis of the websites and annual reports of the banks were used to complement data from primary source. Five findings which emerged from this research include customer orientation, information technology development, security strategy, institution based trust and viable marketing. These findings provided insight into the strategies used by Nigerian banks to build customers trust in acceptance and usage of internet banking. JIBC Publisher 2015-04-01 Article PeerReviewed application/pdf en http://eprints.utm.my/id/eprint/56139/1/NaimotFolakePopoola2015_StrategicApproachtoBuildCustomersTrustinAdoption.pdf Popoola, Naimot Folake and Arshad, Md. Razib (2015) Strategic approach to build customers trust in adoption of internet banking in Nigeria. Journal of Internet Banking and Commerce, 20 (1). ISSN 1204-5357
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
language English
topic T58.6-58.62 Management information systems
spellingShingle T58.6-58.62 Management information systems
Popoola, Naimot Folake
Arshad, Md. Razib
Strategic approach to build customers trust in adoption of internet banking in Nigeria
description Trust plays a vital role in acceptance and usage of internet banking, hence applying appropriate strategies to build customers’ trust is essential for the service providers. The objective of this study is to investigate the strategies to build customers trust in acceptance and usage of internet banking in Nigerian. This study utilized interpretive research approach to understand the strategies used to build customers trust in internet banking in Nigerian banks. The data was primarily collected through semi- structured interviews with bank managers and analysis of the websites and annual reports of the banks were used to complement data from primary source. Five findings which emerged from this research include customer orientation, information technology development, security strategy, institution based trust and viable marketing. These findings provided insight into the strategies used by Nigerian banks to build customers trust in acceptance and usage of internet banking.
format Article
author Popoola, Naimot Folake
Arshad, Md. Razib
author_facet Popoola, Naimot Folake
Arshad, Md. Razib
author_sort Popoola, Naimot Folake
title Strategic approach to build customers trust in adoption of internet banking in Nigeria
title_short Strategic approach to build customers trust in adoption of internet banking in Nigeria
title_full Strategic approach to build customers trust in adoption of internet banking in Nigeria
title_fullStr Strategic approach to build customers trust in adoption of internet banking in Nigeria
title_full_unstemmed Strategic approach to build customers trust in adoption of internet banking in Nigeria
title_sort strategic approach to build customers trust in adoption of internet banking in nigeria
publisher JIBC Publisher
publishDate 2015
url http://eprints.utm.my/id/eprint/56139/1/NaimotFolakePopoola2015_StrategicApproachtoBuildCustomersTrustinAdoption.pdf
http://eprints.utm.my/id/eprint/56139/
_version_ 1643654006895017984
score 13.211869

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