A customer perspective on infrastructure & legislative effects to use mobile banking app in Nigeria

Abstract

In today’s age of new opportunities and emerging technologies, various studies have affirmed that the adoption of information and communication technology required an enabling environment like that of mobile device. Mobile banking is an ICT application considered to be of vital use among people in different countries of the world, who are likely to have different infrastructural development or resource facilitating conditions. Despite all the benefits of mobile banking application, yet its adoption is beyond the industry expectations in Nigeria and most African countries. This can be attributed to some factors. This study examines the resistance factors that influence the adoption of mobile banking application in Nigeria in relation to enabling environment, based on customers perspective and concluded that customer’s resistance to use mobile banking services in Nigeria was significantly influenced by inadequate bank branches, absence of legislative framework, high cost of monthly Internet subscription and poor quality of Internet/telecommunication services. Keywords: Mobile banking usage, customer’s, technology, resistance, resources