IMPACT OF ELECTRONIC BANKING ON CUSTOMER SATISFACTION

Abstract

This study examined the impact of electronic banking on customer satisfaction in the Nigerian banking industry. The specific objectives were to examine how the practice of e-banking affected service delivery of banks, determine if electronic banking has significantly improved customer satisfaction, determine customer awareness of the existence of various electronic banking services, determine if customers prefer banking in the halls to e-banking. The target population for this study were the customers of First Bank and GT Bank. The random sampling approach was used to select 50 customers each from First Bank and GT Bank from their Ugbowo branch. The main tool for data collection was the questionnaire. Method of data analysis was chi-square test through the use of statistical package for social science(SPSS). From the findings, the study concludes that electronic banking flexibility, speed, influence customer satisfaction to a great extent. This study therefore recommends that banking institutions should enhance their electronic banking to make it flexible, fast and easy to use. It also recommends that much needs to be done in the area of creating awareness about the availability of electronic banking products and services, how they operate and their benefits.