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INTERNET BANKING FUNCTIONALITY IN NIGERIA AND OUTCOMES OF CUSTOMER SATISFACTION: AN EMPIRICAL INVESTIGATION
Abstract
The present study aimed at investigating the impact of internet banking on the customer satisfaction level in banking sector of Nigeria. A structured questionnaire was used to collect data from a sample of Ninety (90) customers of different banks in Nigeria. Data collected were analyzed using regression Analysis with the aid of Statistical Package for Social Sciences (SPSS) software version 20. The result showed that the independent variables (i.e internet banking and quality service) were significant joint predictors of customer satisfaction (F(2, 87) = 91.3035;R2 = 0.677; P< .01). The independent variables jointly explained 67.74% of variance of customer satisfaction. This paper recommends that banks’ customers should be educated on how to make use of internet banking products and Nigeria government should also enact a law that will govern internet banking which will not allow unfair and deceptive trade practice by the supplier and unauthorized access by hackers.
Key words: Internet Banking, Customer Satisfaction, Quality Service and Nigeria