Impact of Website Design and Customer Technology Adoption on Customers Loyalty in the Nigerian Banking Industry

Lawan Garba¹ , S.I. Ningi² , Ado Ahmed³

Section:Research Paper, Product Type: Journal-Paper
Vol.11 , Issue.4 , pp.42-47, Dec-2023

Online published on Dec 31, 2023

Copyright © Lawan Garba, S.I. Ningi, Ado Ahmed . This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
 

View this paper at   Google Scholar | DPI Digital Library

XML View     PDF Download

How to Cite this Paper

Abstract :
The study investigated how website design and customer technology adoption influence customer loyalty within Nigeria`s banking sector. Its objective was to evaluate the correlation between website design, customer technology adoption, and customer loyalty. Two null hypotheses were created to steer the research. The study drew from the theoretical frameworks of Rogers` innovation diffusion theory and the Technology Acceptance Model (TAM). Employing a cross-sectional survey research design, the study focused on customers from eight internationally authorized banks in Bauchi State, Nigeria. Using Krejcie and Morgan`s (1970) formula, a sample of 384 customers was chosen, employing a convenience sampling technique. Data collection involved a five-point Likert scale questionnaire. Statistical Package for Social Science (SPSS) version 23.0 was used for data analysis, employing descriptive and inferential statistics along with multiple regression coefficients to test the formulated hypotheses. All null hypotheses were rejected, revealing a significant relationship between website design, customer technology adoption, and customer loyalty in Nigeria`s banking industry. The findings concluded that enhanced website design and customer technology adoption contribute positively to customer loyalty in this sector. Recommendations included enhancing website interactivity, simplifying online banking processes, and increasing awareness among customers regarding the benefits of e-banking.

Key-Words / Index Term :
Website Design; Customer Technology Adoption; Customers Loyalty; Banking Industry; Nigeria.

References :
[1] David, A., “Problems affecting digital banking in Nigeria”, Journal of Asia Pacific Management Review, Vol.6, Issue.1, pp. 34-40, 2018.
[2] Farrell, S., “Key benefits of interactive teller machines”, European Journal of Business and Management, Vol.4, Issue.18, pp. 127-137, 2019.
[3] Daly, L., “What consumers really want from banks”, International European Journal of Business and Management, Vol.5, Issue.18, pp. 127-137, 2020.
[4] Rogers, E. M., & Singhal, A., “Diffusion of innovations: In An Integrated Approach to Communication Theory and Research” International Journal of Human-Computer Interaction, Vol. 2, Issue.5, pp. 409-419, 2013.
[5] Ibrahim, O., Mohammed, F., Nilashi M., & Alzurqa E., “Cloud computing adoption model for e-government implementation,” Journal of Information Development, Vol.33, Issue.3, pp. 303-323, 2017.
[6] Rita, P., Oliveira, T., & Farisa, A., “The impact of e-service quality and customer satisfaction on customer behavior in online shopping”, International Journal of homepage, Vol.5, Issue.20, pp. 26-90, 2019.
[7] Cyr, D., Hassanein, K., Head, M., & Ivanov, A., “The role of social presence in establishing loyalty in e-service environments”, International Journal of Interacting with Computers, Vol.19, Issue.1, pp. 43-56, 2019.
[8] Uwabor O. L., & Ugwuonah G., “E-service quality and customer loyalty in deposit money banks in Nigeria”, European Journal of Business and Management, Vol.12, Issue.21, pp. 2222-2839, 2020.
[9] Ignou, S., “E-service quality in banking industry-A review”, Global Journal of Enterprise Information System, Vol.12, Issue.12, pp. 0975-1432, 2020.
[10] Osagie L. U., & Geraldine U., “E-service quality and customer loyalty in deposit money banks in Nigeria”, European Journal of Business Management, Vol.12, Issue.21, pp. 2222-2839, 2020.
[11] Zairi, A., “Global benchmarking for internet and E-commerce applications” Journal of Information Development, Vol.33, Issue.3, pp. 303-323, 2018.
[12] Masika, E. J., “Effect of service quality management and customer loyalty on customer loyalty”, A case of NSSF, Tanga City. MBA Dissertation, Mzumbe University. pp. 1-98, 2018.
[13] Uwabor, O., L. Anetoh, J., C. Ugwuonah, G., E. & Ezenta, O., N., “E-Service Quality and Customer Satisfaction in Deposit Money Banks”, International Journal of Marketing and Communication Studies, Vol.5, Issue.1, pp. 2695-2173, 2021.
[14] Bouchrika I., “Types of Research Design: Perspective and Methodological Approaches”, International Journal of Management and Sustainability research, Vol.4, Issue.2, pp. 52-63, 2014.
[15] Laforet, S., & Li, X., “Consumers’ attitudes towards online and mobile banking in China” International Journal of Bank Marketing,Vol.23, Issue.5, pp. 362-380, 2015.
[16] Leninkumar, V., “The effect of service quality on customer loyalty”, European Journal of Business and Management, Vol.8, Issue.33, pp. 2222-2839, 2015.
[17] Central Bank of Nigeria, “List of deposit money banks and financial holding companies operating in Nigeria” International Journal of Management Information Development Studies, Vol.3, Issue.3, pp. 403-423, 2017.
[18] Okafor, E. E., “Reforms in the Nigerian Banking Sector and Strategies for Managing Human Resources Challenges”, [19] Bowen, J. T., & Chen, S. L., “The relationship between customer loyalty and customer satisfaction”, International Journal of Contemporary Hospitality Management, Journal of Information Development, Vol.33, Issue.3, pp. 303-323, 2017.
[19] Asgari, N., Ahmadi, M. H., Shamlou, M., Farokhi, A. R., & Farzin, M., “Studying the impact of e-service quality on e-loyalty of customers in the area of e-banking services”, Journal of Management and Sustainability, Vol.4, Issue.2, pp. 1925-4733, 2018.
[20] Shih, Y., & Fang, K., “The use of the decomposed theory of planned behaviour to study internet banking in Taiwan”, Internet Research Electronic Network Application Policy, Vol.14, Issue.3, pp. 213-223, 2017.
[21] Bevans, R., “An introduction of multiple linear regressions”, International Journal of Information Development, Vol.33, Issue.3, pp. 30-44, 2016.
[22] Kumari, K., & Yadav, S., “Linear regression analysis study”, International Journal of the practice of Cardiovascular Sciences, Vol.4, Issue.1, pp. 33-42, 2018.
[23] Anton, J., “Customer relationship management: Making hard decisions with soft numbers, Upper Saddle River, Prentice-Hall” Journal of management sciences, Vol.13, Issue.9, pp. 30-43, 2017.
[24] Fornell, C., “A national customer satisfaction barometer: The Swedish experience”. International Journal of Marketing, Vol.10, Issue.9, pp. 56-62, 2019.
[25] Samer, A., “The effect of banks website service quality and e-satisfaction on e-loyalty”, International Journal of Business and Management, Vol.13, Issue.3, pp. 409-419, 2018.