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ELECTRONIC BANKING AND CUSTOMER SATISFACTION: EMPIRICAL EVIDENCE FROM NIGERIA
ABSTRACT
The phase of the entire banking industry is rapidly changing in the 21st century. A focus-shift from traditional banking to new service delivery channels is paramount among many banks to provide customers with 24/7 (around-the-clock) access to banking services for improved customer service delivery. Herein, we investigate into the impact of electronic banking (e-banking) service delivery on customer satisfaction in Nigeria. A purposive non-probability sampling technique was utilized in a 150 sample-size selection from e-banking customers of Trust Bank Nigeria Limited, Ecobank Nigeria Limited and Barclays Bank Nigeria Limited (50 from each bank). SPSS Statistics version 21 was used to analyze the primary data. Multiple regression analysis was performed to determine the impact of e-banking service delivery on satisfaction of customers in the selected banks. For this study, a positive correlation between customer satisfaction and e-baking availability, reliability and convenience is established. It is therefore recommended that banks provide customers with uninterrupted, reliable and convenient e-banking services in order to satisfy and retain customers.
Keywords: Electronic business; electronic banking; customer satisfaction; availability; convenience; reliability.