IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v8y2024i7p1451-1468.html
   My bibliography  Save this article

E-Payment Systems, Competitive Advantage, and Customer Satisfaction in Nigerian Banking Industry

Author

Listed:
  • Kolawole L. Fijabi

    (Precious Cornerstone University, Ibadan, Oyo, Nigeria)

  • John T. Oladapo

    (Precious Cornerstone University, Ibadan, Oyo, Nigeria)

  • Opeyemi B. Kareem

    (Precious Cornerstone University, Ibadan, Oyo, Nigeria)

Abstract

The study examined the relationship between e-payment systems and competitive advantage in the Nigerian banking industry and how consumer satisfaction mediated the relationship. The population of the study is the listed banks in Nigeria. Five banks were selected from the 12 listed banks in Nigeria along with their customers. The study made use of the survey research design with the use of questionnaire and face to face interview. Data were analyzed using Excel and Statistical Packages for Social Sciences (SPSS). The Chi-square test was used to measure the strength of associations between variables. The findings from this study revealed that customers were satisfied with the current e-payment options offered by banks. The three hypotheses tested showed significant effect of independent variables on dependent variables which led to the rejection of null hypotheses hence alternate hypotheses were accepted (p-value

Suggested Citation

  • Kolawole L. Fijabi & John T. Oladapo & Opeyemi B. Kareem, 2024. "E-Payment Systems, Competitive Advantage, and Customer Satisfaction in Nigerian Banking Industry," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(7), pages 1451-1468, July.
    • Handle: RePEc:bcp:journl:v:8:y:2024:i:7:p:1451-1468
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-8-issue-7/1451-1468.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/journals/ijriss/articles/e-payment-systems-competitive-advantage-and-customer-satisfaction-in-nigerian-banking-industry/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sadia Khatoon & Xu Zhengliang & Hamid Hussain, 2020. "The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    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. Hatice Doğan-Südaş & Ali Kara & Emre Karaca, 2023. "Effects of Gamified Mobile Apps on Purchase Intentions and Word-of-Mouth Engagement: Implications for Sustainability Behavior," Sustainability, MDPI, vol. 15(13), pages 1-17, July.
    2. Mohammed Arshad Khan & Hamad A. Alhumoudi, 2022. "Performance of E-Banking and the Mediating Effect of Customer Satisfaction: A Structural Equation Model Approach," Sustainability, MDPI, vol. 14(12), pages 1-12, June.
    3. Shu-Hsien Liao & Da-Chian Hu & Huan-Lun Chou, 2022. "Consumer Perceived Service Quality and Purchase Intention: Two Moderated Mediation Models Investigation," SAGE Open, , vol. 12(4), pages 21582440221, December.
    4. Andreea-Daniela MORARU & Margareta ILIE, 2022. "Analysing the Impact of e-Banking and Socio-Demographic Factors on Customer Satisfaction with Banking Services using Graphical Visualization," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 3, pages 149-156.
    5. Massimo Pighin & Aldo Alvarez-Risco & Shyla Del-Aguila-Arcentales & Mercedes Rojas-Osorio & Jaime A. Yáñez, 2022. "Factors of the Revisit Intention of Patients in the Primary Health Care System in Argentina," Sustainability, MDPI, vol. 14(20), pages 1-16, October.
    6. Dhruba Kumar Gautam & Gunja Kumari Sah, 2023. "Online Banking Service Practices and Its Impact on E-Customer Satisfaction and E-Customer Loyalty in Developing Country of South Asia-Nepal," SAGE Open, , vol. 13(3), pages 21582440231, July.
    7. Alzahrani, Ahmed Ibrahim & Al-Samarraie, Hosam & Eldenfria, Atef & Dodoo, Joana Eva & Alalwan, Nasser, 2022. "Users’ intention to continue using mHealth services: A DEMATEL approach during the COVID-19 pandemic," Technology in Society, Elsevier, vol. 68(C).
    8. Btool H. Mohamed & Ibrahim Ari & Mohammed bin Saleh Al-Sada & Muammer Koç, 2021. "Strategizing Human Development for a Country in Transition from a Resource-Based to a Knowledge-Based Economy," Sustainability, MDPI, vol. 13(24), pages 1-27, December.
    9. Zaher Abdel Fattah Al-Slehat, 2021. "Determining the Effect of Banking Service Quality on Customer Loyalty Using Customer Satisfaction as a Mediating Variable: An Applied Study on the Jordanian Commercial Banking Sector," International Business Research, Canadian Center of Science and Education, vol. 14(4), pages 1-58, April.
    10. Yadav Adhikari & Mana Prasad Wagley & Niroj Dahal, 2023. "Developing the Contextualized SERVQUAL Instrument for Measuring the Service Quality of Nepali Resorts: An Application of the Modified Delphi Technique," SAGE Open, , vol. 13(3), pages 21582440231, September.
    11. Mohammad Asif & Mohammed Arshad Khan & Hamad Alhumoudi & Mohammad Wasiq, 2023. "Examining the Role of Self-Reliance, Social Domination, Perceived Surveillance, and Customer Support with Respect to the Adoption of Mobile Banking," IJERPH, MDPI, vol. 20(5), pages 1-19, February.
    12. Aditya Indra Wicaksono & Asmai Ishak, 2022. "Promoting online purchase intention through website quality, EWOM, receiver perspective, consumer satisfaction and brand image," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(1), pages 12-23, January.
    13. Mohamed Habuba Halima & Yongjun Li & Usman Ghani & Ataullah Kiani & Atamba Cynthia, 2021. "Impact of Online Crisis Response Strategies on Online Purchase Intention: The Roles of Online Brand Attitude and Brand Perceived Usefulness," SAGE Open, , vol. 11(1), pages 21582440211, March.
    14. Dr Tella Adeniran Rahmon & Professor J. O. Adewoye & Adesokan Joseph Ayantoso, 2024. "Impact of E-Banking Service Quality on Customer’s Satisfaction in Osun State," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(7), pages 191-203, July.
    15. Sang Cheol Park & Munkh-Erdene Tserendulam & Sung Yul Ryoo, 2021. "The Two Minds of Non-Work-Related Computing in the Workplace," SAGE Open, , vol. 11(3), pages 21582440211, September.
    16. Aleksandar Šević & Jelena Zečar & Ana Nešić Tomašević & Nevenka Popović Šević & Milica Slijepčević & Branislav Dudić, 2022. "Analyzing the Banking Business: Relevance of Service Value for the Satisfaction and Loyalty of Consumers," Mathematics, MDPI, vol. 10(24), pages 1-12, December.
    17. Jong Ho Lee & Heejun Park, 2021. "Effect of Character Marketing and Marketing Mix on Usage Intention of Internet-Only Banks: Evidence From South Korea," SAGE Open, , vol. 11(4), pages 21582440211, December.

    More about this item

    Statistics

    Access and download statistics

    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:bcp:journl:v:8:y:2024:i:7:p:1451-1468. 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: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    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.