Factors Influencing the Adoption of E-banking in Sudan: Perceptions of Retail Banking Clients

This study aims to determine e-banking usage level among retail banking clients' and to identify the factors that influence the adoption of e-banking in Sudan. A self-administered questionnaire was developed and distributed to a sample size of 400 clients using convenience-sampling method. Data analysis was then based on 269 valid responses. The study results indicate that the majority of retail banking industry clients use at least one of the e-banking services. Among all e-banking channels, Automated Teller Machine (ATM) is the most popular channel. The results show that high-income clients and those who have current account and computer and internet literate are more likely to use e-banking services. However, the results show that there are no enough evidence of significant associations between e-banking usage with gender, marital status, education, and occupation. Moreover, the study identified eleven factors that affect the adoption of e-banking in Sudan. These factors include frequent breakdown of ATMs, inconvenient locations of ATMs and Electronic Points of Sale (EPOS), inaccessible internet, lack of means reporting technical problems, unclear legislations protecting e-transactions, slow banks response for correcting erroneous transactions, weak banks' role in raising clients awareness, unclear e-banking guidelines and instructions, frequent power cut offs, and high e-banking services' fees