Customers’ Acceptance of the Online Banking Applications

Abstract

This study aimed to assess customer acceptance of online banking applications in 2024, focusing on factors such as Performance Expectancy, Effort Expectancy, Social Influence, and Facilitating Conditions. Using a descriptive research design, the study surveyed customers, with a larger representation from older age groups and equitable gender distribution. Most respondents had higher education, though some had only completed high school or less. Findings revealed high acceptance of online banking in terms of performance and ease of use, with social and infrastructural support further enhancing user attitudes. Age and education significantly affected perceptions of performance expectancy, while age also influenced effort expectancy and facilitating conditions. Financial attitudes, social norms, and perceived control impacted intentions toward formal banking. Factors such as innovation, customer loyalty, security, and service improvements were key to customer satisfaction. Trust and perceived risk emerged as critical to mobile banking adoption, with efficacy, credibility, and social pressure also playing roles. The study highlighted the usefulness of the Analytic Hierarchy Process in evaluating consumer preferences. To boost adoption and satisfaction, the study recommended enhancing accessibility through user-friendly interfaces and tailored demographic support, expanding financial literacy with simplified, community-based guidance, and strengthening trust through transparent communication of security protocols.