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.