TECHNOLOGY-BASED FINANCIAL SERVICES DELIVERY AND CUSTOMER SATISFACTION: A STUDY OF THE NIGERIAN BANKING SECTOR

Okoye, Lawrence U. and Omankhanlen, A. E and OKOH, JOHNSON IFEANYI and Isibor, Areghan Akhanolu (2018) TECHNOLOGY-BASED FINANCIAL SERVICES DELIVERY AND CUSTOMER SATISFACTION: A STUDY OF THE NIGERIAN BANKING SECTOR. International Journal of Civil Engineering and Technology, 9 (13). pp. 214-223. ISSN 0976-6308 and ISSN Online: 0976-6316

PDF Download (160Kb)

Abstract

This study was designed to identify the extent to which technology has impacted customer satisfaction in the Nigerian banking sector. Data analysis was based on responses obtained from 120 customers of three Deposit Money Banks within Ogun and Lagos States of Nigeria. Features of bank service evaluated in the study are time saving, convenience, crime reduction, reliability, risk reduction, and ease of use. The result showed significant positive impact of all the above service features on customer satisfaction, an indication that electronic-based banking has enhanced customer satisfaction in Nigeria. It is recommended that more service points and user-friendly customer-oriented financial products be provided to support this initiative.

Item Type:	Article
Uncontrolled Keywords:	Technology, Electronic banking, Customer satisfaction, Customeroriented financial products.
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HG Finance
Divisions:	Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User:	Mrs Patricia Nwokealisi
Date Deposited:	19 Feb 2019 13:29
Last Modified:	19 Feb 2019 13:29
URI:	http://eprints.covenantuniversity.edu.ng/id/eprint/12408

Actions (login required)

View Item