Investigating the Effect of Convenience, Accessibility and Reliability on Customer Satisfaction in the Nigeria Banking Industry

Abstract

This study investigates the effect of convenience, accessibility and reliability on customer satisfaction in the Nigeria banking industry. The target populations of the study are customers of Jaiz Bank, BUK Road Branch in Kano State, Nigeria and the stated bank branch serves as the scope of the study. The population of the study consists of 10,580 customers of the focused bank in question, and 371 respondents make up the study sample size and it was captured out of the stated population which was obtain through research advisors table of sample size determination. Structured questionnaire was employed as the method of data collection, while regression analysis was employed as the method of data analysis that tests the hypothesized hypotheses of the study. The result indicates that electronic accessibility and convenience has significant and positive effect on customer satisfaction. The result of the study also found that electronic reliability has negative effect on customer satisfaction. This study recommends that banks should enlighten and educate customers judiciously on the use of electronic services such as SMS (Mobile) banking, web/internet banking and e-switch, POS banking services that are not well patronized. Internet banking should be well developed in other to face competition in the banking industry and maintain profit.

Talent management practices on employee performance: a mediating role of employee engagement in institution of higher learning: quantitative analysis

“…This study is quantitative in nature, and a survey research design was used in the present research, and other empirical studies conducted by Nuhu et al (2018), Abdullahi et al (2015b), Mohammed and Munirah (2018), Abubakar et al (2015), Abdullahi (2018), Abdullahi et al (2019a, 2018, 2015a), Sani Abdullahi et al (2018) and Abdullahi et al (2019b) used the same research design to achieve the necessary goals. The unit of analysis in the present study was teaching staff of MPUs; this group of respondents are expected to provide an accurate view of the content asked.…”