IDEAS home Printed from https://ideas.repec.org/a/aii/ijcmss/v4y2013i1p50-57.html
   My bibliography  Save this article

A Critical Analysis of Information Technology and Customers’ Satisfaction in Lagos Banking Environment of Nigeria

Author

Listed:
  • Oginni, B.O.

    (Department of Economics and Business Studies, Redeemer’s University, Mowe - Ogun State, Nigeria)

  • Omoyele, S.O.

    (Department of Economics and Business Studies, Redeemer’s University, Mowe – Ogun State, Nigeria)

  • Ogunwole, O.A.C.

    (University of Ibadan, Ibadan, Oyo State, Nigeria)

Abstract

The focus of the research work was on the critical analysis of information technology and customers’ satisfaction in Lagos banking environment of Nigeria. It identified the various aspects of information technology made available by banks in Nigeria to aid customers’ satisfaction; it examined the customers’ satisfaction on each of the dimensional elements in information technology and also determined the role of information technology in customers’ satisfaction. Questionnaire was used as primary data collection method which was developed in line with Likert 5point rating scales and administered to 900 respondents who were customers of different banks in the three senatorial districts of Lagos State (East, West and Central) through random sampling technique but purposive sampling technique was adopted to choose the banks. Out of the 900 questionnaire administered, 612 were collected but 573 were actually found useful for analytical purpose thus representing 64% response rate of the respondents while the secondary data were obtained through the review of relevant journals, books and government gazettes. Descriptive statistics and Z table value of 1.96 (two tailed test) at 0.05 level of significance were used to test the emerging hypotheses while percentage and frequency distribution tables were used to give adequate interpretation to the data collected for the paper. The study revealed that all the dimensions of information technology found in practice in the banking environment of Lagos and Nigeria as a whole does not satisfy customers equally. It is therefore obvious that the various dimensions of information technology in the banking environment of Nigeria has not been fully developed and this call for urgent attention so as to take full advantage of derivable economic benefits of information technology obtainable from efficient and effective operations.

Suggested Citation

  • Oginni, B.O. & Omoyele, S.O. & Ogunwole, O.A.C., 2013. "A Critical Analysis of Information Technology and Customers’ Satisfaction in Lagos Banking Environment of Nigeria," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 4(1), pages 50-57, January.
    • Handle: RePEc:aii:ijcmss:v:4:y:2013:i:1:p:50-57
    as

    Download full text from publisher

    File URL: http://scholarshub.net/index.php/ijcms/article/view/295/287
    Download Restriction: no
    File URL: http://scholarshub.net/index.php/ijcms/article/view/295
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Claes Fornell & Birger Wernerfelt, 1988. "A Model for Customer Complaint Management," Marketing Science, INFORMS, vol. 7(3), pages 287-298.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Joshua S. Gans & Avi Goldfarb & Mara Lederman, 2021. "Exit, Tweets, and Loyalty," American Economic Journal: Microeconomics, American Economic Association, vol. 13(2), pages 68-112, May.
    2. Guo, Chiquan & Wang, Yong J. & Metcalf, Ashley, 2014. "How to calibrate conventional market-oriented organizational culture in 21st century production-centered firms? A customer relationship perspective," International Journal of Production Economics, Elsevier, vol. 156(C), pages 235-245.
    3. Martín-Herrán, Guiomar & McQuitty, Shaun & Sigué, Simon Pierre, 2012. "Offensive versus defensive marketing: What is the optimal spending allocation?," International Journal of Research in Marketing, Elsevier, vol. 29(2), pages 210-219.
    4. Wang, Yi-Shun & Wu, Shun-Cheng & Lin, Hsin-Hui & Wang, Yu-Yin, 2011. "The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing," International Journal of Information Management, Elsevier, vol. 31(4), pages 350-359.
    5. John K. Christiansen & Marta Gasparin & Claus Varnes & Ina Augustin, 2016. "How Complaining Customers Make Companies Listen And Influence Product Development," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 20(01), pages 1-31, January.
    6. Kukar-Kinney, Monika, 2006. "The role of price-matching characteristics in influencing store loyalty," Journal of Business Research, Elsevier, vol. 59(4), pages 475-482, April.
    7. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
    8. Xing Aijing & Nobuhiko Terui & P.K.Kannan, 2016. "How customer satisfaction affects loyalty: Insights from nonlinear hierarchical Bayes modeling of customer satisfaction index," TMARG Discussion Papers 124, Graduate School of Economics and Management, Tohoku University.
    9. Arnold, Mark J. & Reynolds, Kristy E. & Ponder, Nicole & Lueg, Jason E., 2005. "Customer delight in a retail context: investigating delightful and terrible shopping experiences," Journal of Business Research, Elsevier, vol. 58(8), pages 1132-1145, August.
    10. Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, vol. 17(1), pages 45-65.
    11. Ghouri, Arsalan Mujahid & Mani, Venkatesh & Haq, Mirza Amin ul & Kamble, Sachin S., 2022. "The micro foundations of social media use: Artificial intelligence integrated routine model," Journal of Business Research, Elsevier, vol. 144(C), pages 80-92.
    12. Zeeshan Ullah, 2023. "The determinants and performance outcome of the firm's capacity to maintain customer loyalty," Sustainable Development, John Wiley & Sons, Ltd., vol. 31(1), pages 265-279, February.
    13. Agag, Gomaa & Durrani, Baseer Ali & Shehawy, Yasser Moustafa & Alharthi, Majed & Alamoudi, Hawazen & El-Halaby, Sherif & Hassanein, Ahmed & Abdelmoety, Ziad H., 2023. "Understanding the link between customer feedback metrics and firm performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    14. Inda Premordia & Timea Gál, 2021. "Dear Customer, Thank You for Your Review: The Service Failure-recovery Dyadic Interactions in the Restaurant Industry," International Review of Management and Marketing, Econjournals, vol. 11(3), pages 49-57.
    15. Andreas Herrmann & Frank Huber & Christian Seilheimer, 2003. "Die Qual der Wahl: Die Bedeutung des Regret bei Kaufentscheidungen," Schmalenbach Journal of Business Research, Springer, vol. 55(3), pages 224-249, May.
    16. Judith A. Chevalier & Yaniv Dover & Dina MayzlinDina Mayzlin, 2018. "Channels of Impact: User Reviews When Quality Is Dynamic and Managers Respond," Marketing Science, INFORMS, vol. 37(5), pages 688-709, September.
    17. Watson, George F. & Worm, Stefan & Palmatier, Robert W. & Ganesan, Shankar, 2015. "The Evolution of Marketing Channels: Trends and Research Directions," Journal of Retailing, Elsevier, vol. 91(4), pages 546-568.
    18. Lhoest-Snoeck, Sietske & van Nierop, Erjen & Verhoef, Peter C., 2014. "For New Customers Only: A Study on the Effect of Acquisition Campaigns on a Service Company's Existing Customers' CLV," Journal of Interactive Marketing, Elsevier, vol. 28(3), pages 210-224.
    19. Mingwen Yang & Zhiqiang (Eric) Zheng & Vijay Mookerjee, 2019. "Prescribing Response Strategies to Manage Customer Opinions: A Stochastic Differential Equation Approach," Information Systems Research, INFORMS, vol. 30(2), pages 351-374, June.
    20. von Janda, Sergej & Polthier, Andreas & Kuester, Sabine, 2021. "Do they see the signs? Organizational response behavior to customer complaint messages," Journal of Business Research, Elsevier, vol. 137(C), pages 116-127.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aii:ijcmss:v:4:y:2013:i:1:p:50-57. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Mr. Asif Anjum (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.