Abstract
This study assessed customers’ satisfaction with electronic banking system in some selected commercial banks in the North-Eastern region of Nigeria. The study utilized primary data gathered through administration of questionnaires on customers of three (3) commercial banks across the six (6) states of the North-East. A total of four hundred and fifty (450) customers were selected as sample. That is, twenty-five (25) respondents from each of the three (3) banks in a state (i.e. making 75 in a state) were chosen which made up the total of four hundred and fifty (450). Convenience and purposive non-probability sampling techniques were used in selecting the banks and customers respectively. Descriptive and inferential statistics were applied to analyse the data. The results revealed that customers’ satisfaction with e-banking system in the North-Eastern region of Nigeria is strong, positive and statistically significant. This is affirmed by the r-values of 0.752, 0.901, 1.000, 0.637, 0.637 and 0.641 for the respective e-banking satisfaction proxies. The p-values of 0.000 for all the six (6) proxies equally affirmed that customers’ satisfaction with e-banking system is statistically significant at 5%, and even 1% levels of significance. Though the study disclosed statistically significant customers’ satisfaction with e-banking system, the strength of the satisfaction varies among the e-banking satisfaction proxies especially, transaction cost, transaction time and reliability yield higher levels than ease of use, convenience and security/privacy. The study therefore, suggests that commercial banks should improve on ease of use, convenience and security/privacy of the e-banking system which it is hoped might further enhance customers’ satisfaction with the system. Keywords: Electronic banking, Customers’ satisfaction, Commercial banks, North-east Nigeria. DOI : 10.7176/EJBM/11-23-01 Publication date : August 31 st 2019
Highlights
The introduction and adoption of Information and Communication Technology (ICT) by the banking industry in the 21st century has globally changed the face of commercial banking from traditional system to electronic system of banking
In a related study by Asiyanbi and Isola (2018) on e-banking services’ impact and customers’ satisfaction in selected bank branches in Ibadan Metropolis, Oyo State, Nigeria, it was reported that customers are satisfied with e-banking due to its cashless nature, cash accessibility, time saving from bank visitations and seamless transactions
Discussion of Results The results of the study established that customers’ satisfaction with e-banking system in the North-Eastern part of Nigeria is strong, positive and statistically significant. This agrees with the findings of Worku, Tilahun and Tafa (2016) who studied the impact of e-banking and customers’ satisfaction in Ethiopian banking industry where they used 402 customers of 2 commercial banks
Summary
The introduction and adoption of Information and Communication Technology (ICT) by the banking industry in the 21st century has globally changed the face of commercial banking from traditional (or manual) system to electronic system of banking. The study used chi-square ( ), t-test and regression analysis in its data analysis where it was reported that there is a strong and positive relationship between e-banking and customer satisfaction. In a study of customers’ perception and satisfaction towards electronic banking in Khammam district by Reddy and Reddy (2015), it was disclosed that about 70% of the respondents exhibited positive perception and are satisfied with e-banking services.
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