The Effect of Electronic Banking on Customer Satisfaction in Nigeria

EKIENABOR Ehijiele, AKPOGUMA Basil, ARILESERE Mustapha Sina

Abstract


This study investigates the effect of electronic banking on customer satisfaction in Nigeria. The objectives are to examine whether there is a significant relationship between poor interconnectivity and customers’ patronage of e-banking services; to find out if there a significant relationship between service outages and customers’ patronage of e-banking services; to identify how e-banking influences customers' satisfaction; and whether there is a significant relationship between e-banking and customers’ satisfaction. To achieve these objectives, questionnaire was administered to collect primary data. Hypotheses were formulated, tested and analysed using Chi-square test with the aid of SPSS package. The results reveal that there is a significant relationship between poor interconnectivity and customers’ patronage of electronic banking services. In addition, there is a significant relationship between service outages and customers’ patronage of electronic banking services. Lastly, the study finds a significant relationship between electronic banking and customers’ satisfaction. The study recommended among others that much need to be done in the area of creating awareness about the availability of internet banking products and services, how they operate and their benefits. In addition, Government should provide adequate regulatory framework that will ensure customer protection, and security of transaction.

 



Keywords


Electronic Banking, Customer Satisfaction, Bank, Customer patronage, e-banking, Banking Services

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