SALAU, Abdulazeez Alhaji
Department of Management and Accounting
Summit University, Offa Kwara State
sirsalau@gmail.com
OLADOSU, Mutiat Oyinlola
Department of Business Administration
Fountain University, Osogbo
houyinlola@gmail.com
AKANBI, Kamoru Lanre
Department of Management and Accounting
Summit University, Offa Kwara State
akanbikam@gmail.com
AJEIGBE, Mahmud Babatunde
Department of Management Sciences
Newgate University, Minna, Niger State
babatundemahmud@gmail.com
ABSTRACT
Digital banking channels are products of advances in Information and Communication
Technology (ICT). The proliferation of telecommunications and the advancement of technology,
especially mobile technology, have spurred growth of mobile banking. In Nigeria, the economy
is largely cash oriented with increase in cash transactions despite the availability of technology
for remote transactions. This indicated that a large number of people still prefer to do cash
transaction than using digital channels. Hence, this study focused on the behaviour of customers
who are hesitant to carry out financial transactions using digital banking channels. The study
adopted an exploratory research approach using convenience sampling method to elicit
information from eight selected bank customers through a semi structured interview guide as
research instrument. Data was analyzed using thematic analysis which involved the identification
of themes based on the responses to address the objectives of the study. The study revealed that
the respondents have adequate knowledge of digital banking and are frequent users. Also, the
respondents identified various levels of fraud as significant risks and expressed fear and concern
about the safety of their transactions.
Keywords: Consumer behaviour, digital banking channels, information technology, mobile
technology