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E – Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks

Author

Listed:
  • Hindu J. Amin

    (Baze University, Abuja,Nigeria)

  • Pauline E. Onyeukwu

    (Baze University, Abuja,Nigeria)

  • Hope I. Osuagwu

    (Nile University, Abuja,Nigeria)

Abstract

Electronic banking is an important tool for all banks to survive in the competitive Nigerian Banking Industry. This study examines the relationship between the quality of service and customer satisfaction in the e-banking era. A sample of 398 respondents was selected, out of the total number of 66,895 customer population. Structured questionnaires and interview were used in collecting the data. Descriptive statistics was adopted in analyzing the data from the respondents. The results revealed that there is a significant relationship between quality of service and customer satisfaction. The paper concludes that E-banking has a positive impact on the quality of service in the Nigerian banking sector, but not on customer satisfaction. The study suggests that staff training and development should be enhanced in the banking industry in order to render quality and timely services to their customers.

Suggested Citation

  • Hindu J. Amin & Pauline E. Onyeukwu & Hope I. Osuagwu, 2018. "E – Banking, Service Quality and Customer Satisfaction in Selected Nigerian Banks," International Journal of Innovation and Economic Development, Inovatus Services Ltd., vol. 4(2), pages 51-57, June.
    • Handle: RePEc:mgs:ijoied:v:4:y:2018:i:2:p:51-57
    DOI: 10.18775/ijied.1849-7551-7020.2015.42.2004
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    Citations

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    Cited by:

    1. Johanna Pangeiko Nautwima & Asa Romeo Asa, 2022. "The Impact of Quality Service on Customer Satisfaction in the Banking Sector amidst Covid-19 Pandemic: A Literature Review for the State of Current Knowledge," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 8(3), pages 31-38, March.

    More about this item

    Keywords

    E-Banking; Service quality; Customer satisfaction;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

    Statistics

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