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THE EFFECT OF ELECTRONIC PAYMENT ON CUSTOMER SERVICE DELIVERY IN NIGERIAN BANKS
ABSTRACT
This study investigated the effect of electronic payment on customer service delivery, as brought about by problem of satisfying customers need in Nigerian banks. To achieve this, four commercial banks (United Bank for Africa, First bank, Zenith bank and Intercontinental bank) in Nigeria were studied. The study design is a survey, which focused on the population of the four selected commercial banks in Nigeria. One hundred respondents were stratified proportionately amongst customers of the selected banks with the aid of questionnaire randomly administered. Chi-square and regression analysis were employed in testing whether there is significant relationship between the level of automation banking services and improvement in delivery of services to their numerous customers in Nigeria. The study concludes that electronic payment has significant impact on the services render by the banking industry in Nigeria thereby improves customer service delivery, better management efficiency, increased profit, customer satisfaction and sustainability in Nigeria.
Keywords: Electronic payment, electronic banking, Service delivery, information technology.