期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2021
卷号：11
期号：7
页码：1571-1585
DOI：10.6007/IJARBSS/v11-i7/10258
语种：English
出版社：Human Resource Management Academic Research Society
摘要：This study investigated the effect of electronic banking on customer satisfaction in Nigeria's banking industry, specifically, in Kwara State. The study determined the attributes of e-banking services that are crucial to customers, and examined the impact of e-banking attributes on customers’ satisfaction using correlation and regression analyses. In addition, the challenges associated with electronic banking use were highlighted. To this end, a total number of 390 respondents were included in the study through Google survey form (questionnaires). The study used security, reliability, ease to use and user-friendly, transactional speed, responsiveness as the independent variables while customer satisfaction as the dependent variable. The correlation result shows a positive correlation between all the independent variables and customer satisfaction. Similarly, the regression result shows that security, transactional speed, ease to use, reliability, and responsiveness have a positive and significant impact on customer satisfaction. Finally, the study recommends that bank managers should strengthen these attributes of e-banking and also look into the challenges highlighted by the respondent in order to maintain or improve customer satisfaction.
