IDEAS home Printed from https://ideas.repec.org/a/bjc/journl/v11y2024i5p982-995.html
   My bibliography  Save this article

The Bridge To Acceptance: Investigating Consumer Perceptions of Virtual Bankers

Author

Listed:
  • Ekwunife Gabriel Okafor

    (Department of Marketing, Nnamdi Azikiwe University, Awka, Nigeria.)

  • Njelita, Chukwudi I.

    (Department of Entrepreneurship, Nnamdi Azikiwe University, Awka, Nigeria.)

Abstract

Electronic banking technology advancements have resulted in new methods to process banking transactions, particularly through online banking channels. Virtual bankers are still in their early stages in Nigeria and are not being used as a significant cost-cutting tool for banks or to improve customer relationships. Using the technology acceptance model (TAM), this study will investigate the adoption of virtual bankers by customers of selected banks in Anambra State. The model was tested with a survey sample of 323 people, employing the survey research method as the research design, and simple linear regression to analyze the data. The study findings show that perceived usefulness and perceived ease of use have a positive and significant impact on virtual banker adoption. The study suggests that financial institutions adopt and deploy virtual banker platforms to enable seamless transactions and quick responses to task completion, as well as to improve job performance and overall output within the organization. Additionally, the study recommends that, for effective deployment and adoption of a virtual banker, financial institutions provide learning platforms that will ease the process and ensure that actual and prospective customers become proficient with the use and working processes of the virtual banker. The provision of learning platforms will encourage more consumers to get on board and adopt virtual bankers. Finally, the study suggests that virtual banker platforms and software should be continuously improved. This improvement aims to make them easier to use, faster in responding to consumer needs, and more innovative in addressing the anticipated and ever-growing needs of existing and future customers.

Suggested Citation

  • Ekwunife Gabriel Okafor & Njelita, Chukwudi I., 2024. "The Bridge To Acceptance: Investigating Consumer Perceptions of Virtual Bankers," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 11(5), pages 982-995, May.
    • Handle: RePEc:bjc:journl:v:11:y:2024:i:5:p:982-995
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijrsi/digital-library/volume-11-issue-5/982-995.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/journals/ijrsi/articles/the-bridge-to-acceptance-investigating-consumer-perceptions-of-virtual-bankers/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sahar Afshan & Arshian Sharif & Nazneen Waseem & Reema Frooghi, 2018. "Internet banking in Pakistan: an extended technology acceptance perspective," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 27(3), pages 383-410.
    2. V.V. Ravi Kumar & Anurag Lall & Tanmay Mane, 2017. "Extending the TAM Model: Intention of Management Students to Use Mobile Banking: Evidence from India," Global Business Review, International Management Institute, vol. 18(1), pages 238-249, February.
    3. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Wajeeha Aslam & Ayesha Tariq & Imtiaz Arif, 2019. "The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis," Global Business Review, International Management Institute, vol. 20(5), pages 1155-1178, October.
    2. Yadgar Taha M. Hamakhan, 2020. "The effect of individual factors on user behaviour and the moderating role of trust: an empirical investigation of consumers’ acceptance of electronic banking in the Kurdistan Region of Iraq," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-29, December.
    3. Malgorzata Solarz & Jacek Adamek, 2021. "Factors Affecting Mobile Banking Adoption in Poland: An Empirical Study," European Research Studies Journal, European Research Studies Journal, vol. 0(4), pages 1018-1046.
    4. Krishna Moorthy & Nik Mohamad Zaki Nik Salleh & Ang Xin Jie & Chan Shu Yi & Lau Shin Wei & Loo Yian Bing & Yee Zhao Ying, 2021. "Use of Social Media in Planning Domestic Holidays: A Study on Malaysian Millennials," Millennial Asia, , vol. 12(1), pages 35-56, April.
    5. Christian Arnold & Kai-Ingo Voigt, 2019. "Determinants of Industrial Internet of Things Adoption in German Manufacturing Companies," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(06), pages 1-21, October.
    6. Marjan Shamsi & Tatiana Iakovleva & Espen Olsen & Richard P. Bagozzi, 2021. "Employees’ Work-Related Well-Being during COVID-19 Pandemic: An Integrated Perspective of Technology Acceptance Model and JD-R Theory," IJERPH, MDPI, vol. 18(22), pages 1-22, November.
    7. Babak Naysary & Ruth Tacneng & Amine Tarazi, 2021. "Adoption of fintech services: role of saving and borrowing mechanisms," Working Papers hal-03335254, HAL.
    8. Philippe Cohard, 2020. "Information Systems Values: A Study of the Intranet in Three French Higher Education Institutions," Post-Print hal-02987225, HAL.
    9. Awni Rawashdeh, 2013. "Study Toward The Understanding Of Behavioral Intention To Use A Customer Relationship Management (Crm) Systems," Far East Journal of Psychology and Business, Far East Research Centre, vol. 12(1), pages 1-11, September.
    10. Casaló, Luis V. & Flavián, Carlos & Guinalíu, Miguel, 2010. "Determinants of the intention to participate in firm-hosted online travel communities and effects on consumer behavioral intentions," Tourism Management, Elsevier, vol. 31(6), pages 898-911.
    11. Dahlberg, Tomi & Öörni, Anssi, 2006. "Finnish consumers' expectations on developments and changes in payment habits: survey in connection with the research project "Finnish payment habits 2010"," Bank of Finland Research Discussion Papers 32/2006, Bank of Finland.
    12. Melih Engin & Fatih Gürses, 2019. "Adoption of Hospital Information Systems in Public Hospitals in Turkey: An Analysis with the Unified Theory of Acceptance and Use of Technology Model," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(06), pages 1-19, October.
    13. Donald Amoroso & Ricardo Lim & Francisco L. Roman, 2021. "The Effect of Reciprocity on Mobile Wallet Intention: A Study of Filipino Consumers," International Journal of Asian Business and Information Management (IJABIM), IGI Global, vol. 12(2), pages 57-83, April.
    14. Hasan, Rajibul & Lowe, Ben & Petrovici, Dan, 2020. "Consumer adoption of pro-poor service innovations in subsistence marketplaces," Journal of Business Research, Elsevier, vol. 121(C), pages 461-475.
    15. Morosan, Cristian, 2016. "An empirical examination of U.S. travelers’ intentions to use biometric e-gates in airports," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 120-128.
    16. Tsung Teng Chen, 2012. "The development and empirical study of a literature review aiding system," Scientometrics, Springer;Akadémiai Kiadó, vol. 92(1), pages 105-116, July.
    17. Lawrence Bunnell & Kweku-Muata Osei-Bryson & Victoria Y. Yoon, 0. "RecSys Issues Ontology: A Knowledge Classification of Issues for Recommender Systems Researchers," Information Systems Frontiers, Springer, vol. 0, pages 1-42.
    18. Issa Mohamed Al Dafaei & Zurida Ismail & Mohd Ali Samsudin & Firas Jalal Shakir, 2013. "The Mediating Effect of Self-Efficacy towards the Relationship Between Attitudes And Level of Use Towards Instructional Computer Technology in Oman," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 3(12), pages 2382-2398, December.
    19. Abdesamad Zouine & Pierre Fenies, 2014. "The Critical Success Factors Of The ERP System Project: A Meta-Analysis Methodology," Post-Print hal-01419785, HAL.
    20. Debora Bettiga & Lucio Lamberti & Emanuele Lettieri, 2020. "Individuals’ adoption of smart technologies for preventive health care: a structural equation modeling approach," Health Care Management Science, Springer, vol. 23(2), pages 203-214, June.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bjc:journl:v:11:y:2024:i:5:p:982-995. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Renu Malsaria (email available below). General contact details of provider: https://www.rsisinternational.org/journals/ijrsi/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.