Promoting Positive ESG Management Practices and Customer Intention to Adopt Mobile Payment Systems in Post-COVID-19 Nigeria
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Abstract
This study examines the influence of Environmental, Social, and Governance (ESG) management practices on customers’ intention to adopt banking services, focusing on the mediating roles of perceived ease of use, perceived risk, and perceived usefulness within the Technology Acceptance Model (TAM). Data were collected from a purposive sample of 1,552 respondents (52% male, 48% female; age range 18–55; majority with tertiary education) across urban and semi-urban areas of South West Nigeria. Structural equation modelling using SmartPLS was applied to test the relationships. Results reveal that ESG practices significantly enhance perceived ease of use (β = 0.701, p < .001), perceived risk (β = 0.558, p < .001), and perceived usefulness (β = 0.514, p < .001). While perceived usefulness (β = 0.430, p = .002) and perceived risk (β = 0.476, p < .001) significantly predict intention to adopt, perceived ease of use shows no direct effect (β = 0.025, p = .739). Mediation analysis indicates that perceived usefulness (β = 0.221, p = .026) and perceived risk (β = 0.265, p = .002) significantly mediate the ESG–intention relationship, whereas perceived ease of use does not. These findings underscore the importance of ESG-driven value and risk communication in promoting customer adoption of sustainable banking services in post-pandemic Nigeria. The study provides both theoretical and practical implications for banks seeking to integrate ESG considerations into service design and customer engagement strategies.
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Copyright (c) 2025 Agontu Joshua Agandu, Paul Dung Gadi (Author)
This work is licensed under a Creative Commons Attribution 4.0 International License.
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