Customers’ Preference for E – Banking Services:

Australian Journal of Business and Management Research

Vol.1 No.4 [108-116] | July-2011

CUSTOMERS’ PREFERENCE FOR E – BANKING SERVICES: A CASE STUDY OF SELECTED BANKS IN SIERRA LEONE
R. A. GBADEYAN (Corresponding author) BSc, MBA(Zaria) MSc, Ph.D(Ilorin) Institute of Public Administration and Management (IPAM), Department of Business Administration, University of Sierra Leone, A. J. Momoh Street Tower Hill, Freetown, Sierra Leone. Email: [e-mail](Corresponding) [e-mail] O. O. AKINYOSOYE – GBONDA Dip, MSc(Sofia), Ph.D(Athens) Institute of Public Administration and Management (IPAM), Department of Information Systems, University of Sierra Leone, A. J. Momoh Street Tower Hill, Freetown, Sierra Leone. Email: [e-mail] [e-mail]

ABSTRACT The development and the increasing progress that is being experienced in the Information and Communication Technology have brought about a lot of changes in almost all facets of life. In the Banking Industry, it has been in the form of online banking, which is now replacing the traditional banking practice. Online banking has a lot of benefits which add value to customers’ satisfaction in terms of better quality of service offerings and at the same time enable the banks gain more competitive advantage over other competitors. There are some associated risks identified in the study that seem to hinder the success of e-banking services and thus constitute major concern to both financial institutions and customers. This paper therefore, examines, if customers’ choice of banks is influenced by the quality of e–banking services provided. Stratified sampling was used; while the survey Instrument was a developed Questionnaire comprising open ended and Likert type of questions. The Likert type questions have a 4 point scale (indicating 1 = very comfortable and 4 = uncomfortable) divided into two (2) sections: personal details and customers’ e-banking preference in Sierra Leone. The instrument

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He has to his credit over 30 publications in several National and International Journals amongst which are: African Research Review, International Journal of Business and Management, International Journal of Marketing Studies, African Journal of Marketing Management, Interdisciplinary Journal of Contemporary Research in Business, Research Journal of Social Sciences, Pakistan Journal of Social Sciences, Asian Journal of Business Management, Research Journal of Applied Sciences, Current Research Journal of Social Sciences, Canadian Social Sciences, Journal of Social Sciences and European Journal of Social Sciences. He is presently a Guest Lecturer at the Institute of Public Administration and Management, University of Sierra Leone, Freetown. His Research Interests include, Quantitative Marketing, General Marketing and Health Care Marketing. Address: Department of Business Administration, Institute of Public Administration and Management, University of Sierra Leone, A. J. Momoh Street, Tower Hill, Freetown. E–mail: [e-mail] Dr Oludolapo Olubukonla Akinyosoye-Gbonda, has a Masters degree in Computer Systems and Control Engineering and a doctorate degree in Decision Support Systems in the Mining Sector. She is the former Head of the Information Systems Department at the Institute of Public Administration and Management – University of Sierra Leone. Dr. Akinyosoye-Gbonda lecture IT related subjects and supervises dissertations at both undergraduate and postgraduate levels. She has been managing the Short Course and Consultancy Unit of the same Institute since its inception in 2006. Dr. Akinyosoye-Gbonda is presently the Assistant to the Ag. Deputy Vice Chancellor of the same Institute. She is also an Environmental Impact Assessment Specialist, working as a consultant with CEMMATS Group Ltd. in Freetown – Sierra Leone. Address: Department of Information Systems, Institute of Public Administration and Management, University of Sierra Leone, A. J. Momoh Street, Tower Hill, Freetown. E–mail: [e-mail] & [e-mail] Address Correspondence to Rotimi Ayodele Gbadeyan, Department of Business Administration, Institute of Public Administration and Management, University of Sierra Leone, A. J. Momoh Street, Tower Hill, Freetown. E – Mail: [e-mail] 116