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ELECTRONIC BANKING AND CUSTOMERS’ SATISFACTION: A STUDY OF SELECTED DEPOSIT MONEY BANKS IN AWKA, ANAMBRA STATE
A B S T R A C T
This study examined the effect of electronic banking on customers’ satisfaction in Awka, Anambra State of Nigeria. The study specifically examined the effect of electronic banking service quality on customers’ satisfaction as well as correlation between electronic banking service dimensions and customers’ satisfaction. The work adopted a survey approach, and a total of two hundred and eighteen (218) questionnaires containing ten (10) questions were distributed to selected respondents who are customers of the banks. Two hundred (200) questionnaires were completed and returned. Data collected were analysed using percentages and Likert scale. The responses were further analysed using ordinary least square regression and Pearson correlation analysis. The results of the analyses revealed that electronic banking proxied by customers’ knowledge of e-banking service, availability and improvement of account movements has no significant effect on customers’ satisfaction, electronic banking service quality surrogated by service delivery, ease of use and reliability has significant effect on customer’s satisfaction. The finding also shows that there is a positive and statistically significant correlation between electronic banking dimensions and customers’ satisfaction. Based on the findings, banks should add other e-banking service delivery channels like mobile banking and internet banking in addition to existing delivery channels, also try to provide e-banking service for other types of account holders and encourage customers to use Point of Sale (POS) terminals and Automated Teller Machines (ATMs) as currently been practised in which withdrawal below N100, 000 are done through ATMs.
Keywords:Electronic banking; deposit money banks; customers’ satisfaction.