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Service Quality Dimensions and Customer Satisfaction with Online Services of Nigerian Banks

Author

Listed:
  • TC, Okeke

    (Department of Marketing, Nnamdi Azikiwe University, Awka, Nigeria)

  • GA, Ezeh

    (Department of Marketing, Federal Polytechnic Bauchi, Nigeria)

  • NOA, Ugochukwu

    (Department of Psychology, Nnamdi Azikiwe University, Awka, Nigeria)

Abstract

This study concerns the relationship between service quality dimensions and customer satisfaction with online/ebanking services of Nigerian banks. Seven service dimensions were included in the study and they are: reliability, assurance, responsiveness, perceived risk, tangibility, security, and price. The study was based on a sample 400 respondents out of which 258 responded to the questionnaire. The seven service quality variables and the dependent variable were all measured with a number of items each using seven-point Likert scale. The analysis was conducted with Multiple Linear Regression analysis (MLR) and the results show that five out of the seven variables: price, security, perceived risk, responsiveness and assurance are significant in enhancing customer satisfaction with online services of Nigerian banks. The other two variables: reliability and tangibility are not significant and require further exploration. The study provides necessary input for bank management to increase customers’ involvement through improving service quality; lowering risk; and enhancing security of operations. Policy implications were highlighted

Suggested Citation

  • TC, Okeke & GA, Ezeh & NOA, Ugochukwu, 2015. "Service Quality Dimensions and Customer Satisfaction with Online Services of Nigerian Banks," Journal of Internet Banking and Commerce, , vol. 20(03), pages 01-26, December.
    • Handle: RePEc:ris:joibac:0241
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    More about this item

    Keywords

    Online banking; Central bank; Security; Risk; Convenience; Tangibles; E-payment; Reforms;
    All these keywords.

    JEL classification:

    • A11 - General Economics and Teaching - - General Economics - - - Role of Economics; Role of Economists

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