Analysis of User Authentication Experience in Electronic Banking

Abstract

The evolution of technology has brought about a transformation in the delivery and utilization of financial services. Companies have leveraged technology to create value in the digital realm, presenting innovative opportunities that prioritize customer-centric approaches. Despite the numerous benefits of e-banking, the user experience during authentication has had an impact on its adoption in developing economies. Hence, this study investigated the authentication experience of users in the realm of e-banking using Nigeria as a case study. The research used five constructs of UTAUT2 to analyze this phenomenon.