Investigating the Effect of Convenience, Accessibility and Reliability on Customer Satisfaction in the Nigeria Banking Industry

Mohammed Sani Abdullahi, Bashir Mikail Usman (), Fatima Binta Salisu and Yusuf Suleiman Muhammad
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Bashir Mikail Usman: Federal University Dutse, Jigawa State, Nigeria.
Yusuf Suleiman Muhammad: Kano State Polytechnic, Nigeria

Pakistan Journal of Humanities and Social Sciences, 2018, vol. 6, issue 3, p:296-314

Abstract: This study investigates the effect of convenience, accessibility and reliability on customer satisfaction in the Nigeria banking industry. The target populations of the study are customers of Jaiz Bank, BUK Road Branch in Kano State, Nigeria and the stated bank branch serves as the scope of the study. The population of the study consists of 10,580 customers of the focused bank in question, and 371 respondents make up the study sample size and it was captured out of the stated population which was obtain through research advisors table of sample size determination. Structured questionnaire was employed as the method of data collection, while regression analysis was employed as the method of data analysis that tests the hypothesized hypotheses of the study. The result indicates that electronic accessibility and convenience has significant and positive effect on customer satisfaction. The result of the study also found that electronic reliability has negative effect on customer satisfaction. This study recommends that banks should enlighten and educate customers judiciously on the use of electronic services such as SMS (Mobile) banking, web/internet banking and e-switch, POS banking services that are not well patronized. Internet banking should be well developed in other to face competition in the banking industry and maintain profit.

Keywords: Accessibility Convenience; Customer Satisfaction; and Reliability. (search for similar items in EconPapers)
Date: 2018
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