Customers Perception of the Electronic Communication Services of ZenithBank Plc, Uyo

Abstract

This study examines customers' perceptions of electronic
communication services at Zenith Bank Plc, Uyo, Nigeria,
focusing on ease of use, usefulness, and security concerns.
Guided by the Technology Acceptance Model (TAM), the
research employed a survey design, collecting data from 400
customers through structured questionnaires using a 4-point
Likert scale. Findings revealed positive perceptions of mobile
banking's usability (mean=3.30) and usefulness (mean=3.45),
though USSD platforms scored lower (mean=3.05). Security
concerns persisted, with 25% reporting fraud experiences. The
study concludes that while Zenith Bank's digital services are
generally well-received, improvements in interface design,
cybersecurity measures, and customer education are needed to
enhance adoption and trust