EFFECT OF SAFE-TOKEN ADOPTION ON CUSTOMER SATISFACTION OF BANKS IN NIGERIA

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Author

Presented To

Department of Administration

ABSTRACT
Technology has been adopted all over the globe which has brought significant changes in the way of business operations are been carried out. Thisstudy investigated the effect of safe-token adoption on customers‟ satisfactionof banks operating in Nigeria. The objectives of this study are to determine the effect perceived ease of use, perceived usefulness and perceived trust of safe-token technology on customer satisfaction. Questionnaires were distributed using quota and purposive sampling. A total of 427copies of questionnaire were used for analysis. PLS-SEM path modelling was employed to process the data. Three hypotheses were developed in alternate form and resultssupported the hypotheses. Findings show that perceived usefulness, perceived ease of use and perceived trust of safe-token positively influence customer satisfaction. It is recommended that banks should provide need to pay attention to design a user-friendly interface allowing consumers to feel free of mental effort when using the safe-token.


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