An Investigative Study on Factors Influencing the Customer Satisfaction with E-Banking in Nigeria

Abstract

This research work intends to investigate the factors influencing the customer satisfaction with e-banking in Nigeria. The study covered twenty (20) randomly selected banks in Ibadan, Oyo state, Nigeria. A structured questionnaire was used in gathering relevant data from the bank staff and their customers respectively. 105 questionnaires were filled and returned by the respondents. The participants were drawn randomly from different departments of selected banks in Ibadan metropolis. The selection was done in such a way that to include all categories of workers (Senior and Junior staff) and cut across the gender, while their customers' selection was done in banking hall. The result reveals that quality service (SMS alerts, E-mail alerts, and electronic opening of account etc.) and Automated Teller Machine are the major factors that influence customer satisfaction significantly in Nigerian banks. The study also reveals that telephone banking; mobile banking, point of sale terminals, smart cards and television banking have positive influence on customer satisfaction. The paper recommends that management should improve on the service quality, increase the numbers of ATM dispensers, confidentiality of consumer data should be protected.

Product Branding and Customer Patronage of Champion Breweries Plc’s Products, Uyo, Akwa Ibom State, Nigeria

“…According to them, dissatisfied customers can discontinue the purchase of the products, return the item and even engage in negative word-of-mouth communication. Furthermore, Alabar (2012) in Balogun et al, (2013) add that, customer satisfaction holds the potential to increase an organization's customer base, increase the use of a more volatile customer mix and increase the firm reputation. Tandoh (2020) observed that brand awareness has a significant effect on customer patronage while Yang et al, (2016) found that brand awareness can positively predict brand loyalty.…”

Demographic Influences on E-Payment Services

“…According to Tafa (2013), e-banking has improved customer satisfaction, but the majority of the users were not actively using the services. Balogun et al (2013) carried out an investigation into the factors influencing the customer satisfaction with e-banking in Nigeria. The study found that provision of services such as simple mail service (SMS) alerts, e-mail alerts, electronic opening of account and the availability of automated teller machine (ATM) were the major factors that influence customer satisfaction.…”