Influence of Trust in the Adoption of Digital Banking Platforms: A Case Study of a Public Ghanaian Bank

Abstract

Digital banking has existed within the Ghanaian banking sector over the years and has evolved to incorporate more technological developments and are playing a more significant role in the development of the Ghanaian economy. The banking sector has been pursuing various policies to ensure that more customers adopt digital banking for their transactions. Despite the rapid rollout of numerous banking services in the country, adoption of digital banking has been generally slow. This present study seeks to examine the influence of trust on the adoption of digital banking services. The aim of the study was specifically to examine the influence of knowledge based trust on digital banking service adoption, to examine the influence of institution based trust on digital banking service adoption and to examine the influence of propensity to trust on digital banking service adoption. The positivism paradigm was the philosophical framework that guided the study and a quantitative approach. Data was obtained through the use of a survey and was analysed using simple linear regression. The population of the study consisted of customers of various banks   within the Accra sub-metro. Using convenient sampling technique, 150 participant took part in the study. From the analysis of the data, the results showed propensity to trust had a positive relationship with adoption of digital banking platforms. Institution based trust had no significant relationship to adoption of digital banking platforms. Knowledge based trust had a positive relationship with adoption of digital banking platforms. The findings of the study can be applied to improve upon the adoption and use of digital banking platforms by banks. Particularly, banks   can focus on providing quality banking experiences across its digital channels and physical   banking channels. In addition, digital banking service providers need to highlight improving on their level of integrity, competence and benevolence in order to facilitate users’ adoption and usage of mobile banking.