INFORMATION TECHNOLOGY USAGE AND CUSTOMER ACCEPTANCE IN THE BANKING SECTOR: A CASE STUDY OF GUARANTY TRUST BANK, KIGALI, RWANDA

The study was inspired by the arising issues of concern related to why customer accounts were inactive. The study examined effect of Information technology usage on customer acceptance at GT Bank, Kigali Rwanda. The research design was a case study, with target population of 20,335 customers who used either ATM, Internet banking or mobile banking technologies, 3 e-banking staff and 5 GT Bank branch managers. The data analysis tool used was Statistical Package for Social Sciences (SPSS) version 16.0. Findings revealed that Mobile banking and ATM were mostly used more than Internet banking, depending on features of use and security. ATM features were more accepted compared to Internet banking and Mobile banking features. Multiple regression analysis found R the coefficient of correlation to be 0.927 signifying a very strong positive correlation between information technology usage and customer acceptance. The coefficient of determination R2 = 0.859 indicated that 85.9% of the variability in customer acceptance depended on stochastic model developed, whereas the remaining 14.10% was attributed to factors beyond the control of the study. The study recommended awareness campaigns about Internet banking technology and the provision of security awareness, to increase trust of customers using information technology.