Impact of E-Banking Service Quality on Customer’s Satisfaction in Osun State

Dr Tella Adeniran Rahmon, Professor J. O. Adewoye and Adesokan Joseph Ayantoso
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Dr Tella Adeniran Rahmon: Department of Business Administration, Faculty of Art, Social & Management Sciences, Atiba University, Oyo, Oyo State, Nigeria
Professor J. O. Adewoye: Department of Accounting, Faculty of Management Sciences, Ladoke Akintola University of Technology (LAUTECH), Oyo State, Nigeria.
Adesokan Joseph Ayantoso: Department of Accounting, Faculty of Management Sciences, Ladoke Akintola University of Technology (LAUTECH), Oyo State, Nigeria.

International Journal of Research and Innovation in Social Science, 2024, vol. 8, issue 7, 191-203

Abstract: Electronic banking services are provided basically by all the banks in Osun State, with the aim of decongesting the banking hall and providing convenient and satisfactory services to customers. Yet, bank customers experience delayed services, as the banking halls and ATM stands are always crowded. This study, therefore, investigated the impact of e-banking service quality on customer’s satisfaction in Osun State. Survey data was collected from 200 customers (respondents) of the FCMB Branch Osogbo. The regression analyses were used to analyze the data. Findings showed that customers are relatively satisfied with the quality of e-banking services (Responsiveness and Reliability), but were dissatisfied with the fees/charges compared to the quality of services provided by the banks. The result showed that reliability and responsiveness have significant positive impact on customers’ satisfaction. On the other hand, fees/charges have a significant inverse relationship with customer satisfaction. It is thus, recommended that banks should reduce E-banking products and services charges. This will enhance customer satisfaction.

Date: 2024
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