IMPERATIVES FOR DEEPENING CUSTOMER SERVICE DELIVERY IN THE NIGERIAN BANKING SECTOR THROUGH ENGINEERING AND TECHNOLOGY-BASED CHANNELS

Okoye, Lawrence U. and Omankhanlen, A. E and OKOH, JOHNSON IFEANYI and Ezeji, Felix N. and Achugamonu, Bede U. (2019) IMPERATIVES FOR DEEPENING CUSTOMER SERVICE DELIVERY IN THE NIGERIAN BANKING SECTOR THROUGH ENGINEERING AND TECHNOLOGY-BASED CHANNELS. International Journal of Civil Engineering and Technology (IJCIET), 10 (1). pp. 2156-2169. ISSN 0976-6308 and ISSN Online: 0976-6316

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Abstract

The study was designed to identify basic factors required to deepen adoption of internet banking in the delivery of banking services to a rapidly growing market characterized by complexities in service requirements. Analysis of data collected from selected customers of 5 DMBs in Lagos, Ogun and Ebonyi States of Nigeria showed that alternative service channels offered by technology-based applications enhanced the delivery of banking services to bank customers. Specifically, the result showed significant impact of ease of access, cost, reliability, and security/integrity of technology-driven service delivery channels on the adoption of engineering technology-based applications in Nigeria's banking industry.

Item Type:	Article
Uncontrolled Keywords:	Engineering technology, Internet banking, Alternative service channels, Technology acceptance model
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HJ Public Finance
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User:	Mrs Patricia Nwokealisi
Date Deposited:	19 Feb 2019 13:08
Last Modified:	19 Feb 2019 13:08
URI:	http://eprints.covenantuniversity.edu.ng/id/eprint/12405

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