Electronic Banking and Customers’ Satisfaction: Evidence from some Selected Deposit Money Banks in Nigeria

Authors

  • E Chidinma Ebere
  • Fagbola Lawrence Olusegun
  • Jolayemi Lydia Bose
  • Abayomi Stephen Balogun

Keywords:

: Electronic Banking; Customers; Satisfaction; Deposit Money Banks

Abstract

The aim of this study is to examine the effect of electronic banking on customers’ satisfaction in deposit money banks in Nigeria between 2013 and 2018 with aid of graphical, correlation and pooled regression analysis. From the results of the study, it could be pinpointed that UBA, First bank and Access bank registered the substantial number of customers’ complaints regarding the use of electronic banking. All the banks selected for the study were able to resolve almost every complaint of their customers regarding the use of internet banking. Similarly, there is a positive relationship between electronic banking and customers resolved complaints in deposit money banks in Nigeria. This relationship is significant at 10% level of significance.  However, there is a negative relationship between electronic banking and total customers complaints which is significant at 5% level of significance. Based on these findings, this study recommended that all hands must be on deck by the policy makers in these organizations to ensure effective and efficient management of electronic banking on a sustainable basis in meeting customers’ needs. Also, the banks should make sure that the complaints of customers are resolved on time so that the customers will have a high confidence on the electronic banking system in money deposit banks in Nigeria

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Published

2020-05-26

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