Effects of E-Banking Service Qualities on Customer Satisfaction among Agripreneurs in Obio/Akpor Local Government Area of Rivers State, Nigeria

V. C. Ugwuja, F. N. Odum and A. B. Amanye

Nigerian Agricultural Policy Research Journal (NAPReJ), 2023, vol. 10, issue 01

Abstract: Customer satisfaction in any business is very essential for sustainability and growth of the enterprise. Hence, customers are regarded as cardinal points in every business. To this effect, this study accessed the effect of e-banking service qualities on customer satisfaction among agripreneurs in Obio/Akpor Local Government Area of Rivers State, Nigeria. Two-stage sampling technique was used to select 90 agripreneurs. Data were analysed using descriptive statistics and Ordinary Least Square Regression model. SERVQUAL Model was used to estimate the e-banking service qualities. The result from the socioeconomic characteristic showed that 53.3% of the respondents were male and 46.7% were female. Commonly used e-banking products were ATM and POS. The study identified the benefits of E-banking services as convenience in transaction, easy online remittance and shopping, swift transactions. Reliability and responsiveness were the service qualities that were significant in influencing customer satisfaction. Constraints to electronic banking were identified as hacking of customers’ accounts and long queue at the ATM. The study recommends that banks should train their staff on how to show courtesy to their customers, convey trust and confidence, and learn how to give individual attention to customers since Assurance and Empathy as service quality variables were not significant.

Keywords: Agricultural; Finance (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:ags:naprej:343404

DOI: 10.22004/ag.econ.343404

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