TITLE:
Addressing the Low Usage of Online Banking Platform by the Corporate Clients in Zambia’s Commercial Banks Based on the TPR Model
AUTHORS:
Evans Kasonde, Jackson Phiri
KEYWORDS:
Banking, Corporate Clients, Online Banking and Perceived Risks
JOURNAL NAME:
Open Journal of Business and Management,
Vol.10 No.6,
November
22,
2022
ABSTRACT: The use of Online banking platform is important to both
the Banks and the Users. However, client usage is still very low despite the
Bank of Zambia’s intervention to reduce on the High Item Value Limit and the
Commercial banks’ investments on Dig-ital platforms to support the cause. To
address the low usage of Online Banking by Commercial Banking clients, the researcher has used the Conceptual Model of the Theory of Perceived
Risk (TPR) and Technology to unpack the root cause. To test the conceptual
model, the researcher collected data from 287 respondents using an online
questionnaire designed on the Kobo toolbox. Respondents participated through extensive
personalized email invitations as well as posting the hyperlinks to WhatsApp
groups. The results support relationships of the Theory of Perceived Risk, such
as, Time Risk, Performance Risk, Social Risk, Financial Risk, Security Risk and
Behavioural Intention as having a positive significant effect on the Usage of
the Online Banking. This study has also shown the different factors that hinder
the growth of the Online Banking platforms in Zambia with respect to the
Corporate Clients, which includes Cyber theft
and fraud, Internet Challenges, Lack of Trust and Unstable Systems. However,
Sensitizations and advertisements, Good Customer care, Integrated User-Friendly
Apps, Royalty Programmes and Continuance Client Training have been cited as
some of the major factors that can be rigorously used to promote Online
banking.