Investigating Effects of Banks’ Website Quality on Customer Retention in Nigeria

Abstract

The study investigated effect of website quality of banks on customer repatronage and determined the relationship between website quality and banks’ recommendation with a view to determine the correlation between banks’ website quality and retention of customers especially the small business owners in Ekiti State, Nigeria. Multi-stage sampling technique was adopted for the study. Primary data used for the study were collected through the use of structured questionnaire and were analysed using descriptive statistics, Chi-square and Pearson Product Moment Correlation. Findings from the study showed that provisions of understandable information, easy to navigate, quick response, dependable services, paying special attention to online customers, completion of most transaction online, convenient of payment are the major website quality factors influencing customer repatronage and recommendation. The study concluded that a significant positive relationship exists between banks’ website quality and customer retention. Thus, increased website quality of banks led to increased customer retention. It recommended a continuous improvement on banks’ provision of precise information and online transaction with a view to remain competitive and profitable. Keywords: Website quality, Service quality, customer retention and Recommendation