Internet Banking Fulfilment and Customer Trust: a Study of Bauchi State Tertiary Institutions

Abstract

The utilization of the Internet propels information technology and significantly enhances e-service quality criteria fulfillment. Customers have indicated their discontent with the fulfillment of e-service quality and customer trust, despite the banking industry’s continued process advancements. Customers are hesitant to utilize Internet banking as a result. In this study, the E-S-QUAL model and the interpersonal trust model were used to examine the impact of Internet banking fulfilment on consumer trust. In order to gather data for this study using a quantitative research approach, a structured questionnaire was employed. Data analysis methods included SPSS and PLS-SEM. The outcome demonstrates that Internet banking fulfillment has a substantial influence on consumer trust. According to this study, customer trust is impacted by how well internet banking works. Because these services tend to complete transactions on time, it has been shown that online banking completion has a substantial influence on consumers’ confidence. It was recommended that banks make every effort to simplify and improve the use of their systems. Due to a language barrier, customers shouldn’t be unable to perform online transactions.