AN INVESTIGATION INTO THE CHALLENGES FACED BY USERS OF ELECTRONIC PAYMENT PLATFORMS OF NIGERIAN BANKS IN RIVERS STATE, NIGERIA

Mary Ifeoma Hyginus Oyemakara

Abstract


This study investigates the challenges faced by users of electronic payment platforms of Nigerian banks in Rivers State, Nigeria. Four specific purposes and four research questions were posed to guide the study. The study adopted descriptive survey research using quantitative approach. Structured questionnaire was used for data collection. The questionnaire was validated by an expert of measurement and evaluation from Federal College of Education (Tech.), Omoku and a marketer from Ecobank Nig, Bayelsa branch. Cronbach alpha was used to obtain a reliability index of 0.86 for the instrument. Data collected were analysed using mean and standard deviation. The findings revealed that challenges faced by users of ATM machines for e-payment are poor network, waiting time on ATM queues, lack of provision of slips with updated balance after ATM transaction, insufficient number of ATM machines within banks, poor working conditions of available ATM machines within banks, and delay in reversal of ATM error transactions. The results also revealed that challenges faced using POS for e-payments are misused of personal information at POS terminals, prolonged period of reversing wrong or failed transactions, and malfunctioning of POS machines. The results also revealed that poor customer’s information protection, unsecured internet transaction, difficulty of generating tokens, time spent on web page response, poor handling of internet banking complains by customer’s service unit lack of physical back-ups for internet transaction, poor access to internet service, and poor bank’s web content are challenges faced using internet banking for e-payments in Rivers State. The study also revealed that challenges faced using mobile banking apps for e-payment in Rivers State are poor quality of mobile banking apps, consistent update of mobile banking apps, payment limits on USSD and mobile banking apps, vulnerability of mobile banking transaction to activities of fraudsters, mobile phone virus, difficulty of navigation of mobile banking app’s content and bureaucratic process of resolving wrong transactions. Based on the findings, it was recommended among others that Banks in Rivers State should champion the provision of good smartphones, computers and original antivirus in collaboration with tech companies to their customers at subsidize rate with a flexible repayment policy.

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Keywords


technology, automated teller machine, point of sales, internet banking, mobile banking apps

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References


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DOI: http://dx.doi.org/10.46827/ejsss.v5i5.925

Copyright (c) 2020 Mary Ifeoma Hyginus Oyemakara

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