AWARENESS AND USE OF WHATSAPP FOR BANKING AND FINANCIAL SERVICES: A STUDY OF SOCIAL MEDIA USERS IN NORTH-CENTRAL NIGERIA

Abstract

Social media have become a fundamental ingredient in both the social and economic life of contemporary society. Social networking platforms have become an interesting vehicle for the banking sector to manage contact and interaction with their existing and potential customers. This study investigates users' awareness and the use of WhatsApp for banking activities in North-Central Nigeria. Based on a quantitative research approach, the study surveyed 400 respondents who have adopted WhatsApp Banking. The study's significant findings revealed a low level of awareness of this banking method among social media users. Besides, the percentage of users that utilised the platform for banking-related activities corroborated the deficient awareness as discovered in the study. Nevertheless, the audience is sceptical that the country's poor internet infrastructure might not permit the innovation to thrive. Hence, the study recommends that the banks concerned should endeavour to create more awareness about WhatsApp Banking, and there is a need for an urgent improvement in the internet facilities in the country in order to engender seamless technological advancement