User Adoption of Online Banking in Nigeria: A Qualitative Study

The emergence of the internet has created a great impact on our daily lives. In recent times, financial institutions worldwide have rapidly moved from branch-based banking to online based service delivery changing the way services are rendered to customers. Despite the deployment of technology driven services in the banking sector, the adoption of Internet banking especially in developing countries such as Nigeria is still an innovation. This paper aims to explore the factors that may influence or hinder the acceptance of internet banking in Nigeria. An interpretive approach was employed to gain a deeper insight of the subject topic. The findings show that security is the main concerning factor that influences customers’ decision to adopt online banking services. Culture and religion were also found to be influencing factors. A set of recommendations were provided on how user adoption of online banking can be increased amongst Nigerian customers. This paper concludes that the banks should better manage consumers’ experiences to enhance the use of internet banking services by including a process of adjustment and learning over time, and not just focusing on the adoption process itself.