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1.1 BACKGROUND OF THE STUDY
1.2 STATEMENT OF THE PROBLEM
1.3 OBJECTIVES OF THE STUDY
1.4 RESEARCH QUESTIONS
1.5 RESEARCH HYPOTHESIS
1.6 SIGNIFICANCE OF THE STUDY
1.7 SCOPE OF THE STUDY
1.8 DELIMITATION OF THE STUDY
1.9 DEFINITION OF TERMS
2.0 LITERATURE REVIEW
2.1 CONCEPTUAL CLARIFICATION
2.2 THEORETICAL FRAMEWORK
2.3 EMPIRICAL REVIEW
2.4 SUMMARY OF LITERATURE REVIEW
3.0 RESEARCH METHODOLOGY
3.1 RESEARCH DESIGN
3.2 AREA OF STUDY
3.3 POPULATION OF THE STUDY
3.4 RESEARCH SAMPLE AND SAMPLING TECHNIQUE
3.5 INSTRUMENT FOR DATA COLLECTION
3.6 VALIDITY OF THE INSTRUMENT
3.7 METHOD OF DATA COLLECTION
3.8 METHOD OF DATA ANALYSIS
4.0 DATA ANALYSIS AND PRESENTATION
5.0 SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION5.1 SUMMARY
1.1 Background to the Study
Almost everything in the world today is done through the use of technology. The growth of information technology (IT) in the world is becoming a crucial factor in the future development of businesses and industries around the world. The old traditional or manual method of banking is gradually going into extinction and paving the way for modern method of banking in the 21st century. The traditional banking has been in existence for many years now and is the most common method of carrying out bank transactions in different countries, both developed and undeveloped (Luaran & Lin 2005). Over the past few years now, there have been continuous development of information technology (IT) to help smoothen business operations around the word especially in the banking industry where the use of Automated Teller Machine (ATM) was developed to make withdrawer of money easier for customers, secondly, the development of internet banking was also introduced and thirdly, the use of mobile banking. Both the developed and undeveloped countries have been benefiting from this new technology. Commerce is described as the conducting of business transactions, sharing of business information and maintaining of business relationship (Zwass 1996). Customer‟s satisfaction holds the potential for increasing an organization’s customer base, increase the use of more volatile customer mix and increase the firm‟s reputation (Fornell, 1992, Levesque and McDougall, 1996). An organisation must know what their customers want and must be able to satisfy their demands. The use of mobile banking in Nigeria is not well pronounced like other developed countries of the world and the banking industry should have a larger part to play in this. Today, the incorporation of IT have change many ways businesses are been carried out in all over the world, and it has subsequently changed the way businesses are been conducted and managed (Ngai & Wat 2002; Delone & Mclean). Today in Africa, Nigeria is regarded as one of the fastest growing telecommunication nation. The fast growth of mobile phones in a developing economy such as Nigeria which is most likely have caused the increase in the number of mobile users to exceed the numbers of banks (Porteous 2006). The mobile commerce involves such applications like mobile banking, mobile payment, mobile marketing (Varshney & Vetter 2002; Ngai & Gunasekaran 2007). Mobile banking involves mini-statements and checking of account history; alerts on account activity or passing of set thresholds; monitoring of term deposits; access to card statements; mutual funds/equity statements; insurance policy management; pension plan management; access to loan statements; status on cheque, stop payment on cheque; ordering check books; balance checking in the account; PIN provision, change of PIN and reminder over the internet; domestic and international fund transfers; recent transactions; due date of payment; micro-payment handling; mobile recharging; commercial payment processing; bill payment processing; peer to peer payments; and deposit at banking agent (Mohammad 2010). Mobile banking allows the customers to receive a text message showing their account balance.
Despite benefits that banks are offering to their customers through online services, e-banking has also raised many security issues Razak (2016). Computer hackers have developed a variety of elusive methods for stealing internet bankers’ money. Although there are many advantages of online banking, security issues often discourage customers from using it, as many customers have found that the use of online banking could leave their financial assets at risk (Balk and Leukfeldt 2019). Since most banks are now offering services to their customers through the internet, an increasing number of hackers have found it worthwhile and appealing to dedicate their time to conduct frauds through online banking system. It has been observed in many research studies that security issues, such as “phishing attacks,” have been used by hackers to breach e-banking customers’ accounts (Aciu Arachchilage 2016). Banks will put their customers at risk and eventually drive them away if they do not strengthen the security of their e-banking. The primary services that customers use via the internet are transferring money across accounts, paying bills, checking account balances, and sending and receiving confidential information between banks and fellow customers.
1.2 Statement of the Problem
These days, observations have shown that there is fewer bank staff compared to as before perhaps because of the advent of e-banking in Nigeria. At the onset of e-banking in Nigeria for example, some bank staffs were adversely affected because of their inability to cope with the application of e-banking in meeting bank customers’ demand and other transactions in the banks. Some members of the public have even consciously or unconsciously rescinded to the use of e- banking despite its attendant benefits; since most banks are now offering services to their customers through the internet, an increasing number of hackers have found it worthwhile and appealing to dedicate their time to conduct frauds through online banking system. It has been observed that many banks now have security issues, such as “phishing attacks,” have been used by hackers to breach e-banking customers’ accounts, this has seriously affected and is still affecting the process of internet banking worldwide, particularly in developing countries such as Nigeria therefore the confidence and trust customers have on internet banking is reducing daily, all this however arose the interest of the researcher to make a research on the Hacking and the confidence of people in internet banking, a case study of First Bank PLC, Abeokuta.
1.3 Objective of the Study
The main objective of this study is to find out the influence of hacking on the confidence of First Bank customers on internet banking in Nigeria, specifically the study intends to:
1. Find out the influence of hacking on the confidence of people on internet banking
2. Examine the causes of hacking in Nigeria
3. Analyze the effect of internet banking hacking on the size of first bank customers
1.4 Research Question
1. What is the influence of hacking on the confidence of people on internet banking?
2. What are the causes of internet banking hacking in Nigeria?
3. Analyze the effect of internet banking hacking on the confidence first bank customer has on first bank?
1.5 Research Hypothesis
Ho: there is no effect of internet banking hacking on the confidence First bank customer has on First bank
Hi: there is no effect of internet banking hacking on the confidence First bank customer has on First bank
1.6 Significance of the Study
The finding from this research work is expected to contribute to the literature in the area of internet banking in Nigeria. More specifically, to bridge the gap that exists for Nigeria by serving as a starting point for further research. The findings from this research study can be used by banks to improve internet banking facilities and to identify those factors that can either contribute to the failure or success of the internet banking industry and this could be further used for decision making.
1.7 Scope of the Study
This research work will examine related concept on internet banking, hacking and the effects of hacking on confidence of bank customers, therefore this research will be carried out in a branch of First bank Plc, Abeokuta, Ogun state.
1.8 Delimitation of the Study
Finance for the general research work will be a challenge during the course of study. Correspondents also might not be able to complete or willing to submit the questionnaires given to them.
However, it is believed that these constraints will be worked on by making the best use of the available materials and spending more than the necessary time in the research work. Therefore, it is strongly believed that despite these constraint, its effect on this research report will be minimal, thus, making the objective and significance of the study achievable.
1.9 Definition of Terms
Hacking: an attempt to exploit a computer system or a private network inside a computer. Simply put, it is the unauthorized access to or control over
Confidence: the feeling or belief that one can have faith in or rely on someone or something.
Internet Banking: a method of banking in which transactions are conducted electronically via the Internet.