DEMOGRAPHIC FACTORS AND CUSTOMERS’ MOBILE BANKING SERVICES ADOPTION IN ENUGU METROPOLIS

Abstract

This work was set out to measure the relationship between demographic factors and customers’ mobile banking services adoption in Enugu metropolis. The specific objectives were to; examine the degree of relationship between age and customers’ ease of use of mobile banking services in Enugu metropolis and ascertain the degree of relationship between income level and cost effectiveness of mobile banking services in Enugu metropolis. The study adopted a survey design. The population of the study was three thousand one hundred and eight three (3,183). The sample size of 349 was selected for the study using Freund and William's statistic formula. The study used simple random sampling technique and structured questionnaire was set up for selecting respondents. The findings revealed that age had a positive relationship with customers’ ease of use of mobile banking services in Enugu metropolis (r=.322, pv = 0.000<0.05), income level had a positive relationship with cost effectiveness of mobile banking services in Enugu Metropolis (r=.360, pv = 0.000<0.05). Based on findings, the researcher concluded that demographic factors had positive relationship with customers’ mobile banking services adoption in Enugu metropolis. It was therefore recommended that bank managers should consider customers’ age, income level, customers’ ease of use and the cost of innovation before introducing any mobile banking services facilities in any their market segment.