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Investigating the Effect of Convenience, Accessibility and Reliability on Customer Satisfaction in the Nigeria Banking Industry

Author

Listed:
  • Mohammed Sani Abdullahi
  • Bashir Mikail Usman

    (Federal University Dutse, Jigawa State, Nigeria.)

  • Fatima Binta Salisu
  • Yusuf Suleiman Muhammad

    (Kano State Polytechnic, Nigeria)

Abstract

This study investigates the effect of convenience, accessibility and reliability on customer satisfaction in the Nigeria banking industry. The target populations of the study are customers of Jaiz Bank, BUK Road Branch in Kano State, Nigeria and the stated bank branch serves as the scope of the study. The population of the study consists of 10,580 customers of the focused bank in question, and 371 respondents make up the study sample size and it was captured out of the stated population which was obtain through research advisors table of sample size determination. Structured questionnaire was employed as the method of data collection, while regression analysis was employed as the method of data analysis that tests the hypothesized hypotheses of the study. The result indicates that electronic accessibility and convenience has significant and positive effect on customer satisfaction. The result of the study also found that electronic reliability has negative effect on customer satisfaction. This study recommends that banks should enlighten and educate customers judiciously on the use of electronic services such as SMS (Mobile) banking, web/internet banking and e-switch, POS banking services that are not well patronized. Internet banking should be well developed in other to face competition in the banking industry and maintain profit.

Suggested Citation

  • Mohammed Sani Abdullahi & Bashir Mikail Usman & Fatima Binta Salisu & Yusuf Suleiman Muhammad, 2018. "Investigating the Effect of Convenience, Accessibility and Reliability on Customer Satisfaction in the Nigeria Banking Industry," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(3), pages :296-314, March.
    • Handle: RePEc:ani:ipjhss:v:6:y:2018:i:3:p:296-314
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    References listed on IDEAS

    as
    1. Ping Gao & Olayinka Owolabi, 2008. "Consumer adoption of internet banking in Nigeria," International Journal of Electronic Finance, Inderscience Enterprises Ltd, vol. 2(3), pages 284-299.
    2. Vijay M. KUMBHAR, 2011. "Factors Affecting On Customers’ Satisfaction In E-Banking: Some Evidences Form Indian Banks," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 3(4), pages 1-14, December.
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