E-Money Transfer Services and Customer Satisfaction of Deposit Money Banks in Port Harcourt

Abstract

This study examined the relationship between e-money transfer services and customer satisfaction in deposit money banks in Port Harcourt. This study adopted a cross-sectional survey and a correlation investigation to establish the impact of e-money transfer services on customer satisfaction in deposit money banks in Port Harcourt. The population of the study comprised 21 deposit money banks in Port Harcourt. The entire population was adopted as sample size using census. However, 84 respondents were used for the study. Out of 84 copies of questionnaire distributed, 58 copies were retrieved and used for the analysis. Descriptive analysis was done using tables, frequency and mean while the hypotheses were tested using the Spearman’s Rank Order Correlation Coefficient at 0.05 level of significant and SPSS Version 22.0. The findings revealed a significant relationship between e-money transfer services and customer satisfaction. The study further revealed that a positive and significant relationship exists between e-money transfer, customer loyalty and customer retention in deposit money banks in Port Harcourt. The study concludes that e-money transfer services enhance customer satisfaction in deposit money banks in Port Harcourt. It was recommended that deposit money banks should focus on the parameters on which they need to improve and spread the awareness of technology banking, products and services to their customers.