A Comparative Study of Traditional vs. Digital Banking Services and Customer Satisfaction: A Case Study of Banks in Yobe State
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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
- To compare customer satisfaction levels between traditional and digital banking services in Yobe State.
- To identify factors that influence customer satisfaction in both traditional and digital banking services.
- To recommend strategies to improve customer satisfaction across both banking models.
Research Questions
- How do customer satisfaction levels compare between traditional and digital banking services in Yobe State?
- What factors contribute to customer satisfaction in traditional and digital banking services in Yobe State?
- What strategies can banks in Yobe State adopt to enhance customer satisfaction in both traditional and digital services?
Research Hypotheses
- There is no significant difference in customer satisfaction between traditional and digital banking services in Yobe State.
- Factors such as service accessibility, speed, and reliability do not significantly influence customer satisfaction in either traditional or digital banking services.
- Strategies to improve service delivery do not significantly enhance customer satisfaction in both banking models.
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.
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