Vol. 3 No. 12 (2023)
Articles

E-BANKING SERVICE QUALITY AND CONSUMER SATISFACTION IN MONEY DEPOSITORY BANKS IN NIGERIA

IFEDORO NDUBUISI NICHOLAS
Department of Banking and Finance, School of Business Studies, Federal Polytechnic Damaturu, Yobe State

Published 2023-12-20

Keywords

  • Electronic Banking,
  • Customer Satisfaction

How to Cite

IFEDORO NDUBUISI NICHOLAS. (2023). E-BANKING SERVICE QUALITY AND CONSUMER SATISFACTION IN MONEY DEPOSITORY BANKS IN NIGERIA. Research Journal of Management Practice, 3(12), 13-33. https://www.openjournals.ijaar.org/index.php/rjmp/article/view/322

How to Cite

IFEDORO NDUBUISI NICHOLAS. (2023). E-BANKING SERVICE QUALITY AND CONSUMER SATISFACTION IN MONEY DEPOSITORY BANKS IN NIGERIA. Research Journal of Management Practice, 3(12), 13-33. https://www.openjournals.ijaar.org/index.php/rjmp/article/view/322

Abstract

The study examines the influence of electronic banking service on customer satisfaction. Various dimensions of electronic banking service were scrutinized. A descriptive survey research design was adopted. The sample size was 363 respondents. The main research instrument used was questionnaire. Data collected were analyzed using descriptive statistic followed by Pearson correlation, and regression analysis to test the hypotheses. The findings disclosed that there is a significant relationship between customer satisfaction and the various electronic banking service quality dimensions and electronic banking service quality has significant impact on customer satisfaction. Hence, the study concluded that banks have and still are putting in investments into electronic banking infrastructure and as such customer satisfaction is turning into one of the most crucial factors for the success of electronic banking service meaning that the generation of positive customer value on the electronic banking requires the establishment and maintenance of long- standing customer relationship. The study therefore recommended that banks should improve on their e-banking products relentlessly, upgrade their channels and enhance their software application such as online application, e-mobile application.

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