CONSUMER TRUST, PERCEIVED QUALITY AND CUSTOMER SATISFACTION: A STUDY OF SELECTED E-BANKING SERVICES IN OGUN STATE

Ademola, Joshua Adeniran () and Ayo, Mofoluwake Folasayo ()
Additional contact information
Ademola, Joshua Adeniran: Scholar at Lead City University Ibadan, Postal: Lead City University, Ibadan.,, https://www.afarng.org/mjms/
Ayo, Mofoluwake Folasayo: Department of Management and Accounting, Postal: Lead City University, Ibadan, Nigeria,, https://www.afarng.org/mjms/

Multidisciplinary Journal of Management Sciences, 2020, vol. 2, issue 2, 1-13

Abstract: The main aim of this study was to examine the effect of perceived quality and consumer trust on customer satisfaction to the providers of e-banking services. It investigated the relationship between consumer trust, perceived quality and customer satisfaction. To achieve this purpose, the study population comprises all the individual customers of selected Commercial Banks in Abeokuta capital of Ogun State, Nigeria. Customers of two leading banks, which have a comparatively long history in the Nigeria, namely, First Bank of Nigeria and Union Bank were selected for the study. Questionnaires were developed and issued to 200 customers using convenience sampling method among which 120 were collected. Findings revealed that consumer trust (B=.936, t=64.111, p

Keywords: Consumer trust; Customer quality; Commercial banks and E-Banking (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.afarng.org/wp-content/uploads/2022/03/ ... Issue-2-Dec-2020.pdf Full text (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ris:amjoms:0014

Access Statistics for this article

Multidisciplinary Journal of Management Sciences is currently edited by Muhammad Akaro Mainoma, Godwin Emmanuel Oyedokun and Suleiman A. S. Aruwa

More articles in Multidisciplinary Journal of Management Sciences from Association of Forensic Accounting Researchers (AFAR) Contact information at EDIRC.
Bibliographic data for series maintained by Daniel Akanbi ().