Empirical Analysis of Service Quality, Reliability and End-User Satisfaction on Electronic Banking in Nigeria

Esther Enoch Yusuf and Abubakar Bala

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Abstract: Today, almost all banks have adopted ICT as a means of enhancing their banking service quality. These banks provide ICT based electronic service which is also called electronic banking, internet banking or online banking etc to their customers. Despite the increasing adoption of electronic banking and it relevance towards end users satisfaction, few investigations has been conducted on factors that enhanced end users satisfaction perception. In this research, an empirical analysis has been conducted on factors that influence electronic banking user's satisfaction perception and the relationship between these factors and the customer's satisfaction. The study will help bank industries in improving the level of their customer's satisfaction and increase the bond between a bank and its customer.

Date: 2021-05
New Economics Papers: this item is included in nep-ict and nep-pay
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Published in IOSR Journal of Business and Management (IOSR-JBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 17, Issue 10 .Ver. II (Oct. 2015), PP 28-34

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