E – Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks

Hindu J. Amin, Pauline E. Onyeukwu and Hope I. Osuagwu
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Hindu J. Amin: Baze University, Abuja,Nigeria
Pauline E. Onyeukwu: Baze University, Abuja,Nigeria
Hope I. Osuagwu: Nile University, Abuja,Nigeria

International Journal of Innovation and Economic Development, 2018, vol. 4, issue 2, 51-57

Abstract: Electronic banking is an important tool for all banks to survive in the competitive Nigerian Banking Industry. This study examines the relationship between the quality of service and customer satisfaction in the e-banking era. A sample of 398 respondents was selected, out of the total number of 66,895 customer population. Structured questionnaires and interview were used in collecting the data. Descriptive statistics was adopted in analyzing the data from the respondents. The results revealed that there is a significant relationship between quality of service and customer satisfaction. The paper concludes that E-banking has a positive impact on the quality of service in the Nigerian banking sector, but not on customer satisfaction. The study suggests that staff training and development should be enhanced in the banking industry in order to render quality and timely services to their customers.

Keywords: E-Banking; Service quality; Customer satisfaction (search for similar items in EconPapers)
JEL-codes: M00 (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:mgs:ijoied:v:4:y:2018:i:2:p:51-57

DOI: 10.18775/ijied.1849-7551-7020.2015.42.2004

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