Consumer Perceived Risk of Internet Banking in Kenya: A Survey of Three Selected Banks in Nairobi County (original) (raw)
The purpose of this study was to examine consumer perceived risk of internet banking and adoption in Kenya with reference to three selected banks and suggest possible solutions to enhance customer satisfaction. Objectives of this study were to; examine factors that influence adoption of internet banking in the three selected commercial financial institutions, determine the extent of use of internet banking services by customers in the three selected banks, find out challenges facing use of internet banking by customers in the selected banks and find out solutions to the challenges that hinder consumers in the use of internet banking services in the selected banks. This was a quantitative and descriptive survey of the three selected banking institutions. Data was collected using questionnaires that were distributed using lead people in the respective banks. The questionnaires were structured with both open ended and closed ended type of questions. Data was analyzed using Microsoft ex...
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