Influence of Perceived Trust on Bank Customers’ Usage of Self-Service Technologies in Anambra State

Abstract

This study examined the influence of perceived trust on bank customers’ usage of self-service technologies (SSTs) in Anambra State, Nigeria. The increasing adoption of digital banking services such as Automated Teller Machines (ATMs), mobile banking, and internet banking has transformed financial service delivery; however, the extent to which customers utilize these technologies is largely dependent on their level of trust in the systems. The study was guided by the need to determine how perceived trust influences customers’ acceptance and usage of SSTs in the banking sector. The study adopted a survey research design, and the population consists of the customers that use SSTs among the two selected commercial banks in Anambra State. Cochran formula was employed to determine a sample size of 384. Data were collected using a structured questionnaire administered to bank customers in Anambra State. The data obtained were analyzed using descriptive statistics and regression analysis. The result of the analysis revealed that perceived trust has a significant influence on bank customers’ usage of self-service technologies. The findings further showed that a high level of trust in the security, reliability, and integrity of digital banking systems increases customers’ willingness to adopt and consistently use SSTs. The study concludes that perceived trust is a key determinant of self-service technology usage among bank customers. It recommends that banks should strengthen security systems, improve service reliability, and enhance customer confidence through transparency and effective communication in order to sustain the adoption of SSTs. The study contends that the perceived trust plays a critical role in shaping customers’ behavioral intention and actual usage of self service technologies in the banking sector in Anambra State.