Internet Banking Functionality in Nigeria and Outcomes of Customer Satisfaction: An Empirical Investigation

Adeyemi, Olatoke. A; Ola, Olasunkamin. S; Oyewole, Felicia. A

doi:10.6007/ijarbss/v4-i8/1084

Cited by 2 publications

(1 citation statement)

References 13 publications

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“…Their satisfaction plays an energetic role in the success of any organization in the world. Quick and well-organized service will improve public relations, reduce customer complaints, grow business, and increase business (Adeyemi & Oyewole, 2014). Excellent customer service is important in the banking industry because it makes customers feel valued, helps meet their needs more effectively, and improves overall customer retention (Alam & Yasin, 2010).…”

Section: Introductionmentioning

confidence: 99%

Customer Satisfaction towards E-Banking Service offered by Prabhu Bank Limited

Timilsina

2023

Contemp. Res.

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In recent times, the internet has become very important in human life. Due to the hastily growing technology in the global market, banking sector has provided the e-banking services to minimize their cost, and digitization strategies in today’s competitive market. This study aims to analyze the association between e-banking service quality and customer satisfaction; and measuring the impact of e-banking service quality on customer satisfaction. The sample size of the study was 100 customers of Prabhu bank operating in Kailali district. Data was collected using a structured five point Likert scale questionnaire conveniently surveyed the customers of Prabhu Bank Limited from study area. Pearson’s correlation and regression analysis was used to analyze the data with the help of statistical package for social science (SPSS-29). The findings of the study concluded that, there is statistically significant positive association between e-banking service quality and customer satisfaction. Furthermore, all the e-banking service quality factors i.e., perceived cost, security and privacy, perceived ease of use, computer self-efficiency and responsiveness has significant positive impact on customer satisfaction. Out of these e-banking service quality factors, perceived ease of use (PEU) has highest impact on customer satisfaction (CS). The findings of this study will help the bank management in improving the e-banking service quality focusing on development of easy and understandable e-banking service for increase their customer’s satisfaction. This study covered only e-banking service quality, future researchers can conduct their study concentrating on overall banking service quality and its impact on customer satisfaction and loyalty.

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Section: Introductionmentioning

confidence: 99%

Customer Satisfaction towards E-Banking Service offered by Prabhu Bank Limited

Timilsina

2023

Contemp. Res.

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E – Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks

Amin

Onyeukwu

Osuagwu

2018

IJIED

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Electronic banking is an important tool for all banks to survive in the competitive Nigerian Banking Industry. This study examines the relationship between the quality of service and customer satisfaction in the e-banking era. A sample of 398 respondents was selected, out of the total number of 66,895 customer population. Structured questionnaires and interview were used in collecting the data. Descriptive statistics was adopted in analyzing the data from the respondents. The results revealed that there is a significant relationship between quality of service and customer satisfaction. The paper concludes that E-banking has a positive impact on the quality of service in the Nigerian banking sector, but not on customer satisfaction. The study suggests that staff training and development should be enhanced in the banking industry in order to render quality and timely services to their customers.

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Internet Banking Functionality in Nigeria and Outcomes of Customer Satisfaction: An Empirical Investigation

Abstract: The present study aimed at investigating the impact of internet banking on the customer satisfaction level in banking sector of Nigeria. A structured questionnaire was used to collect data from a sample of Ninety (90)

Cited by 2 publications

References 13 publications

Customer Satisfaction towards E-Banking Service offered by Prabhu Bank Limited

Customer Satisfaction towards E-Banking Service offered by Prabhu Bank Limited

E – Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks

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