IMPACT OF RISK PERCEPTION ON CONSUMER PATRONAGE OF MOBILE BANKING
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Дата
2023
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Анотація
The data collected to carry out this study were analyzed and results have been
discussed. We now present the general summary of our findings.
There is a strong positive relationship between ambient condition and customer
patronage. This entails that as banks deliberately improve on the service
environment’s ambience and the functional nature of their equipment and machines,
it will increase patronage which will ultimately increase their volume of transactions,
profit margin and customer retention rate.
There is a strong positive relationship between physical architecture and customer
patronage. Banks architectural design, spacious banking hall and car parking lodge
all together may help boost patronage which will ultimately reflect on their sales
volume, profit margin and customer retention.
There is a strong positive relationship between signs and customer patronage. It was
found that banks use signs for both implicit and explicit purposes and also for the
reduction of crowding in the banking premises.
It was found that there is a very strong positive relationship between organization
size and physical evidence. In other words, organization size significantly moderates
the influence of physical evidence on customer patronage of banks in the south-south
zone of Nigeria.
There is a very strong positive relationship between information technology
capability of banks and customer patronage. Conversely, information technology
capability moderates the influence of physical evidence on customer patronage of
banks in south-south zone of Nigeria.
However, from the outlined summary of finding, it is evident that the ability if banks
to increase their level of customer patronage are predicated on their ability to
deliberately and consistently improves on their physical/service environment better
than their competitors.