ASSESSING THE EFFECTIVENESS OF THE E-NAIRA USER SUPPORT SYSTEM IN NIGERIA

CHAPTER ONE

INTRODUCTION

1.1 BACKGROUND OF THE STUDY

The ongoing developments in information technology have resulted in huge growth in both the number of Internet users and the number of digital products (Probets, 2012).  By taking advantage of the quick technology advancement and financial market growth, a variety of new products for making transactions have been developed in recent years (Duque, 2014). These transactions include the transfer of monetary value from one person to another, as  coins and notes are turned into data which is transferred by telephone lines and satellite transporters. This new advancement led in the rise of digital currency. A digital currency is any cash, money, or money-like asset that is largely handled, stored or exchanged on digital computer systems, especially over the internet. Digital currencies include bitcoin, virtual currency, and central bank digital currency (McKarle, 2019). He also postulated that a digital currency may be recorded on a distributed database on the internet, a centralized electronic computer database held by a firm or bank, within digital files or even on a stored-value card. While individual accounts are controlled on officially created websites as stipulated by SERC, (2015), digital currencies exhibit features comparable to traditional currencies, but generally do not have a physical form, unlike currencies with printed banknotes or minted coins. This lack of physical form facilitates practically instantaneous transactions over the internet and minimizes the cost associated with distributing notes and coins.

In light of the above, there has been rapid growth and the emergence of numerous digital currencies. Countries such as China, Sweden, etc. have created a digital currency after considering its significance, swift acceptance, and economic benefits (Abdulkareem, 2021). In the same manner, the Nigerian government developed a digital currency for the country, called "e-Naira,"

According to Ayomide (2021), e-Naira is a digit representative of the paper Naira currency issued by the Central Bank of Nigeria. It is a complementary legal tender in Nigeria, having the same exchange value as the Naira, and maintaining a "parity of value" with the Naira. The platform was created to provide and promote secure, simple, and quick financial transactions within Nigeria and across borders (Nwoke, 2021). Subscribers of this platform are also able to manage their accounts via the eNaira official website and smart phone application. However, as a new development, there have been concerns about how individuals will interact and navigate around the platform for easy operations and exploration of the numerous services, as well as the reliability of the technical and user support system of the platform. Thus, these uncertainties define the aim of this study.

1.2 STATEMENT OF THE PROBLEM

User support has long been a major topic in human-computer interaction (HCI) and other sectors, as it relates to assistance provided to users of technology and other products (Jäntti, 2010). In other words, the user-support process in e-Science infrastructures is an operational process that serves the end-users of e-Science infrastructures by fulfilling their goals (Trefethen, 2012). Furthermore, according to Probets (2012), user support allows users to obtain technical support to handle a particular problem. This is crucial since it ensures the use of digital platforms and services. Usability is the extent to which a product can be utilized by users to fulfill given goals with effectiveness, efficiency, and satisfaction in a specified context of usage (Probets, 2012). The growth of an information-and knowledge-oriented society has considerably led to the establishment and utilization of many websites. As a result, users' activities should be supported efficiently by offering technical help (assistance) to System users, answer questions or handle system difficulties for users.

Considering the beneficial services offered by the eNaira platform, there is no doubt that the majority of individuals and businesses will be carrying out specific activities via the platform, either through the official website or the smart phone application. Hence, users' ability to understand and explore the services of this platform has been a question in the minds of many. The assurance of obtaining reliable technical support, which would help new users resolve issues encountered in the use of the platform, is one of the set goals of this research, which is to be investigated. The need for a user support system cannot be overemphasized, as it enlightens new users, delivers instruction on how to explore a variety of services, resolves technical issues, informs users of new developments, etc (Trefethen, 2012). Thus, this study aims to assess the effectiveness of the eNaira user support system in Nigeria.

1.3 OBJECTIVE OF THE PROBLEM

The major aim of this study is to assess the effectiveness of the e-naira user support system in Nigeria. To achieve this, the following specific objective has emerged:

1.        Determine if the eNaira user support system provides technical aid to users.

2.        Determine whether the eNaira user support system is accurate and unobtrusive.

3.        Determine whether the eNaira user support system helps users to resolve system navigation issues..

1.4 RESEARCH QUESTION

The study will be guided by the following question:

1)        Does the eNaira user support system provide technical aid to users?

2)        Is the eNaira user support system accurate and unobtrusive?

3)        Does the eNaira user support system help users to resolve system navigation issues?

1.5 SIGNIFICANCE OF THE STUDY

The end result of this study will be invaluable to the Central Bank of Nigeria and its authorities. This is due to the fact that this study will deeply and critically reveal the major challenges that eNaira subscribers encountered while using and masterminding the system's functionalities.Hence, this study will serve as a source of information to CBN officials and will enlighten them on the authenticity of the system, implications of constant malfunctioning and the need to resolve these issues so as to ensure a smooth running of the platform.

This study will also add to the body of existing literature on this topic and other related topics, which will be useful to students and researchers who may be carrying out further studies on related topics.

1.6 SCOPE OF THE STUDY

The study is set to assess the effectiveness of the eNaira user support system in Nigeria. To achieve the expected and optimum result, the research will determine whether the eNaira user support system provides technical aid to users, whether the eNaira user support system is accurate and unobtrusive, and whether the eNaira user support system helps users in resolving system navigation issues. The study will therefore be limited to eNaira users in Asaba Delta State, Nigeria.

1.7. LIMITATIONS OF THE STUDY

In the course of carrying out this study, the researcher experienced some constraints, which included time constraints, financial constraints, language barriers, and the attitude of the respondents.

In addition, there was the element of researcher bias. Here, the researcher possessed some biases that may have been reflected in the way the data was collected, the type of people interviewed or sampled, and how the data gathered was interpreted thereafter. The potential for all this to influence the findings and conclusions could not be downplayed. 

More so, the findings of this study are limited to the sample population in the study area, hence they may not be suitable for use in comparison to other schools, local governments, states, and other countries in the world.

1.8 DEFINITION OF TERMS

eNaira: eNaira is the central bank digital currency (CBDC) issued by the central bank of Nigeria as a legal tender. It is the digital form of the Naira and will be used just like cash.

User support is a service provided by a hardware or software company that provides registered users with help and advice about their products.

REFERENCE

Abdulkareem, (2021). “Assessing the Impact of Central Bank Digital Currency on Private Banks,”

Ayomide (2021), Understanding the eNaira platform and usability.

Duque(2014), “Evaluation framework for m-learning systems: Current situation and proposal”, in Proceedings of the XV International Conference on Human Computer Interaction.

Jäntti, (2010).: Lessons on the Improvement of Customer Support Processes: 

McKarle (2019); “Money in the digital age: what role for central banks: digital currencies: looking beyond the hype.

Nwoke, (2021) “How digital currency can transform the world.

Probets, (2012), A Comparison of Usability Evaluation Methods for Evaluating E-Commerce Websites”, Behaviour & Information Technology Journal, 31(7), 707–737, 2012.

SERC  (2015); The economics of digital currencies.

Trefethen(2012).: Examining Challenges in IT Service Desk System and Processes.

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