ABSTRACT
This study examines the various factors that influences service delivery and customer satisfaction with electronic banking channels amongst students. It investigates the level of usage of e-banking channels amongst students,the reliability of e-banking channels, system availability, the challenges, the level of student satisfaction with the quality of e-banking channels as well as to determine the level of student satisfaction with e-banking channels. However, the population of this study is geographically limited to Undergraduate students and bank clients in University of Benin, Benin city, Edo state. This study used primary data collected from a well-structured questionnaire which investigates level of service delivery and customer satisfaction with electronic banking channels amongst students. The study found that quality of e-banking channels have not significantly improved students’ satisfaction. It also, found that e-banking availability have significantly improved students’ satisfaction. Furthermore, the regression analysis revealed that reliability of e-banking channels has no significant impact on students’ satisfaction. And that there are significant benefits and challenges associated with e-banking channels amongst students. Finally, the result indicates that there are no significant levels of satisfaction at which customers patronise e-banking channels.
The study however, recommended that financial institutions should focus on ensuring the consistent availability of these services to cater to students' needs. This could involve investing in robust infrastructure, minimizing downtime, and offering 24/7 access to e-banking platforms to accommodate students' varying schedules. Also, Financial institutions should acknowledge and actively address these challenges, such as security concerns, technical glitches, and user education. Implementing robust customer support and educational programs can help mitigate these issues and enhance overall satisfaction. Regular monitoring and maintenance can help ensure that electronic banking channels remain reliable. Lastly, financial institutions should focus on customized marketing and communication strategies. This involves tailoring messages and offerings to different segments of students based on their preferences and needs.
