E-Service Quality and Customer Loyalty in Deposit Money Banks in Nigeria

Abstract

The study examined Electronic Service Quality and Customer Loyalty in Deposit Money Banks in Nigeria. Its aim was to assess the level of relationship between e-service quality and customer loyalty of deposit money banks in Nigeria. In line with the objective of the study, three null hypotheses were formulated to guide the research. The theoretical foundation of the study was based on resource base and sustainable theories. The study adopted quasiexperimental research design. The population size was drawn from the customer of quoted deposit money banks with international authorization in Nigeria. A sample size of 411 customers was obtained using Krejcie and Morgan formula. A probability simple random sampling technique was further utilized in picking the respondents. A questionnaire of five point likert scale was used in data collection. Frequency, percentages, bar and pie charts were used in analyzing both the demographic data of the respondents, mean and standard deviation to answer research questions, while Kendall tau_b correlation coefficient was employed in testing the hypotheses formulated for the study. All the null hypotheses were rejected. The research therefore revealed that; a significant relationship exist between interactivity and customer loyalty of deposit money banks in Nigeria, a significant relationship exist between customer support and customer loyalty of deposit money banks in Nigeria, as well that there is a significant influence of customer technology adoption on the relationship between e-service quality and customer loyalty. It was concluded that, quality of e-service have help to improved customer loyalty in deposit money banks. It was therefore recommended amongst others that, deposit money banks should develop their websites by making it more interactive, online banking should be made easier for customers to make use of, and that more awareness should be given to customers on the need for e-banking.