Effect of Internet Banking Efficiency and Availability on Customer Trust among Students of Bauchi State Tertiary Institutions

Abstract

Information technology is driven by Internet usage, which has a significant impact on raising service quality, efficiency and availability. Processes in the banking industry have also advanced, despite complaints from customers about the effectiveness, availability, and credibility of the system. This makes customers hesitant to use Internet banking for commercial transactions. In this study, the effect of Internet banking's efficiency and availability on customer trust was investigated using the E-S-QUAL model and the interpersonal trust model. In this study, data was gathered using a structured questionnaire using a quantitative research technique. Data analysis tools SPSS and PLS-SEM were employed. The outcome also demonstrates that the study's model has a sizable coefficient of determination and strong predictive relevance. This study discovered that customers' trust in Internet banking depends on its efficiency and availability. Finally, customers are concerned about the technological requirements of a website's efficiency, credibility, and availability of the payment options. It is advised that banks make platforms for internet banking services available to consumers outside of regular business hours. Internet banking services should also be particularly efficient, facilitating transactions that are quick, simple, and stress-free.