Background of the Study
The banking sector has undergone a significant transformation over the past few decades, primarily due to advancements in digital technology. Traditional banking services typically involve in-person interactions, physical branches, and manual processes, while digital banking offers online platforms, mobile apps, and automated services that allow customers to manage their finances remotely (Ogunjimi & Ibeh, 2024). The rise of digital banking has reshaped customer expectations, leading to shifts in service delivery and customer satisfaction metrics.
In Yobe State, banks are increasingly adopting digital banking platforms to cater to a growing customer base that demands convenience and speed. However, despite the advantages of digital services, traditional banking still plays a significant role for certain customer segments, particularly in rural areas where internet penetration remains low. This study aims to compare customer satisfaction levels between traditional and digital banking services in Yobe State, focusing on factors such as service accessibility, speed, reliability, and overall customer experience.
Statement of the Problem
While digital banking services are gaining traction in many regions, there is a lack of empirical research comparing customer satisfaction between traditional and digital banking services, particularly in regions like Yobe State. Customers in rural areas may face challenges with digital banking, such as internet connectivity issues and technological barriers, which may influence their satisfaction levels. This study seeks to investigate whether digital banking services deliver superior customer satisfaction compared to traditional banking methods in Yobe State.
Objectives of the Study
Research Questions
Research Hypotheses
Scope and Limitations of the Study
This study focuses on commercial banks in Yobe State, comparing customer satisfaction in both traditional and digital banking services between 2023 and 2025. Limitations include potential biases due to the sample's geographic distribution, as rural areas may have different perspectives compared to urban populations.
Definitions of Terms
Traditional Banking Services: Banking services provided through physical branches, requiring in-person visits for transactions and account management.
Digital Banking Services: Banking services provided through digital platforms such as mobile apps, websites, and online banking, allowing customers to perform transactions remotely.
Customer Satisfaction: The level of contentment a customer feels with the banking services received, often determined by factors such as ease of access, service quality, and speed of transactions.
ABSTRACT
Competition is stiff within business environment has not been effective compared to the last decade. This s...
Background of the Study
The sustainability of small-scale businesses is a critical factor in driving local economic develop...
Background of the Study
Laboratory safety protocols are essential components of STEM education, ensuring that students eng...
Background of the Study
Public schools in Bauchi Local Government Area face challenges in maintaining f...
ABSTRACT
This study was carried out to examine representative democracy and public accountabi...
ABSTRACT
The interaction between a pregnant mother and her developing baby are numerous and varied rang...
EXCERPT FROM THE STUDY
Competition within this industry has forced local company stakeholders to invest in more attracti...
Background of the Study
Electoral malpractices, including voter suppression, ballot box stuffing, and electoral violence...
ABSTRACT
English is the official language of only seven countries comprising little more than five percent of the world&...
Background of the study:
University health clinics play a vital role in maintaining student health; however, long waiting t...