Gender Differences and the Usage of Online Banking Services in Swaziland

Abstract

Purpose: Through centuries, women are being perceived as being unable to adapt to change and are more likely to be technophobic. The usage of online banking changed the lives of both males and females globally, by providing customers access to their accounts, at any given time or place. With that said, the purpose of this study is to determine if and how male and female online banking customers differ in how they perceive the usage of the online banking systems in an emerging economy such as Swaziland.  Design/Methodology/Approach: A self-administrated survey was used to collect data from more than 280 banking customers within two regions in Swaziland. Findings: The findings highlighted that no significant differences exist between male and female customers, however both genders were not fully comfortable and satisfied with the usage of the current online banking systems in Swaziland. Implications/Originality/Value: In an emerging country such as Swaziland, it is vital for banks to understand why online banking users are still not fully satisfied with the current online banking system. By understanding the reasons can assist banks in the development of a more efficient and user-friendly system which would ultimately satisfy the needs to these customers.