Analysis of e-banking use by commercial bank customers in Bukavu, DRC

Purpose: This study aims to identify the determinants of the adoption and use of e-banking by the customers of commercial banks in Bukavu, DRC. Method: A conceptual framework based on the UTAUT model was developed, followed by flat sorting and econometric analyses of data from a survey based on a sample of 215 customers. Logistic regression and ordered Logit enabled us to address our research question Results: Perceived usefulness and social influence, modulated by profession and level of education, favour the likelihood of adopting e-banking. The cost perceived, on the other hand, has a negative impact. Trust decreases the likelihood of using a wide range of e-banking services, while gender, profession and app rating have positive effects on use. Originality / relevance: In addition to a methodology combining the logit and ordered logit models, the originality of this work lies in the analytical aspect focused on the number of e-banking services used by customers in a developing country context.