Abstract
The study examined effect of Electronic Service Quality on online Customer satisfaction in Deposit Money Banks in Nigeria. Its aim was to assess the level of relationship between e-service quality and customer satisfaction of deposit money banks in Nigeria. In line with the objective of the study, four null hypotheses were formulated to guide the research. The theoretical foundation of the study was based on resource base and sustainable theories. The study adopted quasi-experimental research design. The population size was drawn from the customer of quoted deposit money banks with international authorization in Nigeria. A sample size of 384 customers was obtained using Krejcie and Morgan formula. A probability simple random sampling technique was further utilized in picking the respondents. A questionnaire of five point likert scale was used in data collection. Frequency, percentages, bar and pie charts were used in analysing both the demographic data of the respondents, mean and standard deviation to answer research questions, while Spearman rank order correlation coefficient was employed in testing the hypotheses formulated for the study. All the null hypotheses were rejected. The research therefore revealed that; a significant relationship exist between customization and repurchase intension, customization and referral, customer support and repurchase intention, customer support and referral of deposits money bank in Nigeria. It was concluded that, when the quality of e-service is improved in deposit money banks; it increases customer satisfaction. It was therefore recommended amongst others that, online banking applications should be made easier for customers to make use of. The websites should be developed to suit individual needs; more awareness and sensitization programmers’ should be given to customers on the need for e-service banking. The benefits should be emphasized continuously. Keywords: Electronic, Service, Quality, Online, Customer, Satisfaction, Deposit, Money, Bank DOI: 10.7176/JMCR/82-03 Publication date: September 30 th 2021
Highlights
Customers are presumed to be one of the most critical stakeholders in any business organization because, without the customers, organizations are not likely to succeed
Objectives of the Study This study focuses on determining the relationship between the effect of e-service quality and customer satisfaction of deposit money banks in Nigeria
Discussion of Findings and Implications Customization and Customer Satisfaction The findings revealed a significant relationship between customization and customer satisfaction
Summary
Customers are presumed to be one of the most critical stakeholders in any business organization because, without the customers, organizations are not likely to succeed. Knowledge of consumer behaviour will go a long way in ensuring effective marketing policies towards the interest of customers which will eventually facilitate positive customer attitude towards the organisations. E-service is becoming more critical for companies to retain and attract customers. Effective e-service quality in banking is one of the most important ways to keep customers coming back despite the hurdles in the Nigeria banking sector. Washburn Financial Services explain that in increased competition, banks are required to become more and more customer-focused. Keeping customers requires customer service staff in banks to be mature and intelligent. Effective customer service is the process by which an organisation delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost-effective and humanly satisfying and pleasurable manner possible
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