The Adoption and Use of Online Transactions in Retail Banking: The Case of Gwanda Town in Zimbabwe
- April 7, 2019
- Posted by: RSIS
- Category: Social Science
International Journal of Research and Innovation in Social Science (IJRISS) | Volume III, Issue III, March 2019 | ISSN 2454–6186
The Adoption and Use of Online Transactions in Retail Banking: The Case of Gwanda Town in Zimbabwe
Cinderella Dube#, Victor Gumbo*
#National University of Science and Technology, Zimbabwe.
*University of Botswana, Botswana.
Abstract- Online transaction services have been in use in the banking environment for the past few decades. Their use is attracting more and more organisations due to the convenience that they offer to customers as well as the efficiency offered to banks. The adoption and use of online transactions in banks has been generally accepted in many parts of the world. However, there has been little information on the adoption and use of online transactions in Zimbabwe in general and in Gwanda in particular. The study thus sought to find out the adoption and use of online transactions in retail banks in Gwanda town in Zimbabwe. The adoption and use of online transactions was also explored in terms of gender and age differences. In this study, the online transactions examined were Internet Banking, Automated Teller Machines (ATM) and Mobile Banking. The study took an exploratory and mixed methods approach where interviews and questionnaires were used to collect data. The results revealed that although banks had adopted online transactions, the adoption and use by customers was still low. There were no gender based disparities with regards to the adoption of online transactions under study. However, the study found out that the younger generations adopted more online transactions than the older generation. The study recommended customers to adopt the online transactions adopted by banks. Banks were also urged to use age-based marketer persuasion tools in order to persuade both the younger and older generations to adopt online transactions.
Key words- Adoption and Use, Online Transaction platforms, Internet banking, Automated Teller Machines, Mobile banking.
I. INTRODUCTION
Since the introduction of the multi-currency system in 2009, the liquidity challenge has escalated to such an extent that ATMs are empty and some banks only allow customers to withdraw as little as $20.00 a day (Confederation of Zimbabwean Industries Report, 2014). The shortage of cash has affected consumers who spend hours in bank queues, as well as local manufacturers who are unable to fulfil its most basic of functions. In that regard, the Reserve bank of Zimbabwe has called on banks and all sectors of the Zimbabwean economy to adopt online transactions to counter the liquidity crisis (Dhliwayo, 2014; Chisamba, 2010).
