Electronic Banking, Quality Service, and Customer Satisfaction in Nigeria. A Study of Selected Electronic Banking Services in Nigeria

Abstract

The aim of this study is twofold: firstly, to identify service quality factors influencing customer satisfaction of bank customers using electronic banking in Nigeria, and secondly, to examine the relationship between electronic banking and service quality with customer satisfaction. A Quasi-experimental research method was adopted in which primary data was collected from 508 respondents through a structured, closed-ended questionnaire. The questionnaire was developed using the PAKSERV model (a modification of the SERVQUAL model) and administered to randomly selected customers of some banks in the south-south region of Nigeria. Regression and other simple statistical models were used to analyze the data collected. The study revealed that electronic banking and service quality have a positive effect on customer satisfaction. Transaction turnaround time, ease of resolution of complaints, bank system reliability, and network reliability were noted to be key service quality factors influencing customer satisfaction with electronic banking services in Nigeria. The study recommends that banks should continue to invest in technology upgrades and improvements to provide customers with seamless and reliable electronic banking services, and banks should actively seek customer feedback and suggestions to identify areas for improvement and tailor their electronic banking services to meet customer needs and preferences.

Keywords: Electronic banking, Customer satisfaction, Quality service, Bank Customers, Nigeria