London School of Business and Finance Mobile Banking Adoption and Consumer Behaviour in Nigeria

…………………… i ACKNOWLEDGEMENT I will indeed like to thank my parents Mr. & Mrs Adesinasi for their financial support, prayers and word of encouragement and equally my siblings; Ayodeji, Adewunmi and Abosed Adesinasi. I " m really grateful to them. I will also thank my supervisor Dr. Binam for his assistance. I am indeed very grateful to the e-banking officers who offered me their support during my studies. I equally appreciate the support of my friends that were with me during the completion of this research. …………………… ii DEDICATION This study is dedicated to the Almighty God for His love, provisions, guidance and help towards the successful completion of this research work. ABSTRACT This dissertation is a research into the mobile banking adoption among bank customers in Nigeria. There is a plethora of literature available on various online banking services and consumer adoption. However, the literature on mobile banking services in case of Nigeria is limited to a few, which justifies the need to carry out this research. In line with existing literature, the dissertation applies theoretical frameworks which have been developed from existing literatures on innovation of adoption to collect the responses from 270 users and non-users of mobile banking services in Nigeria. Each respondent provided answers for various eight dimensions of the questionnaire namely awareness, perceived usefulness, perceived ease of use, compatibility, social influence, perceived credibility, perceived self-efficacy, and perceived financial cost. The results of these findings reveal that each factor has some level of significance effect on consumer intention to adopt and use mobile banking in Nigeria. These factors could influence consumer intention to adopt and use mobile banking facilities. All these factors, if well managed by the banks could influence the adoption of mobile banking and create more opportunities for banks to gain more market shares and invariable increase customer satisfaction. The major setbacks of the banking industry towards the adoption of mobile banking in Nigeria are perceived credibility and perceived financial cost, and as a result of this, Nigerians have formed a negative behavioural pattern towards mobile banking. In addition, the findings show that, perceived credibility and perceived financial cost have a stronger effect on consumer intention to adopt and use mobile banking service than perceived usefulness and perceived ease of use. It is, therefore, recommended that banks in Nigeria should create more awareness through personal interaction with customers, develop quality initiatives in order to …