Influence of Technology Usability on Digital Banking Adoption by Customers of Selected Commercial Banks in Nakuru Town, Kenya

Abstract

The purpose of this research was to find out the influence of technology usability on digital banking adoption by customers of selected commercial banks in Nakuru town. It was guided by the Technological Acceptance Model and employed the descriptive research design. The target population was 192,138 bank customers from three Commercial Banks namely Barclays, Equity, and KCB located in Nakuru Town. A sample of 138 customers was determined using the Cochran formulae and selected using clustered and systematic sampling techniques. Primary data was collected using semi-structured questionnaires. Quantitative data was analysed using descriptive and logistic regression method while qualitative data was analysed using the thematic content analysis technique. Finding revealed that technology usability (W2= 19.399, sig= .044), has a statically significant and positive influence on digital banking adoption by bank customers in the study area. Customers who found digital technology to have high usability were 3.27 times more likely to adopt digital banking technology than customers who felt that the technologies have low usability The study recommends that banks should design simple and easy to use platforms so as to increase usability. They should also educate customers on how to use the digital banking services.