An Evaluation of Digital Banking Services and Customer Satisfaction: A Study of Commercial Banks in Zamfara State
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Background of the Study
Digital banking services have revolutionized the financial services sector, enabling customers to perform banking transactions efficiently and conveniently through electronic platforms (Chukwu & Ajayi, 2023). The widespread adoption of mobile banking, online banking, and other digital platforms by commercial banks has significantly changed customer expectations and service delivery standards. These digital services allow customers to access banking services such as funds transfer, bill payments, and account management from the comfort of their homes or while on the go, contributing to greater customer satisfaction (Adedayo & Oloyede, 2024).
In Zamfara State, where banking services are essential for both urban and rural populations, the role of digital banking services in enhancing customer satisfaction has become increasingly important. However, despite the expansion of digital banking services, there is limited empirical research on how these services impact customer satisfaction in this region. This study seeks to evaluate the relationship between the availability and quality of digital banking services and customer satisfaction in commercial banks in Zamfara State.
Statement of the Problem
Although digital banking services have been extensively introduced in commercial banks across Nigeria, including Zamfara State, concerns persist about the quality and accessibility of these services. Factors such as network issues, security concerns, and insufficient digital literacy may negatively affect customer satisfaction and limit the full adoption of digital banking services. This study will explore the extent to which digital banking services meet customer expectations and enhance satisfaction levels, considering the challenges unique to Zamfara State (Nwafor et al., 2023).
Objectives of the Study
1. To assess the impact of digital banking services on customer satisfaction in commercial banks in Zamfara State.
2. To examine the key factors affecting customer satisfaction with digital banking services in commercial banks in Zamfara State.
3. To evaluate the challenges faced by customers in using digital banking services in commercial banks in Zamfara State.
Research Questions
1. How do digital banking services influence customer satisfaction in commercial banks in Zamfara State?
2. What are the key factors that affect customer satisfaction with digital banking services in commercial banks in Zamfara State?
3. What challenges do customers face in using digital banking services in commercial banks in Zamfara State?
Research Hypotheses
1. H₁: Digital banking services have a significant positive impact on customer satisfaction in commercial banks in Zamfara State.
2. H₂: Key factors such as accessibility, security, and service quality significantly influence customer satisfaction with digital banking services in Zamfara State.
3. H₃: Customers in Zamfara State face significant challenges in using digital banking services effectively.
Scope and Limitations of the Study
This study will focus on commercial banks operating in Zamfara State and will examine the relationship between digital banking services and customer satisfaction. Data will be collected through surveys of bank customers and interviews with bank officials. The study is limited to the perception of customers and may not capture all technical aspects of digital banking operations.
Definitions of Terms
• Digital Banking Services: Banking services provided through electronic platforms, including mobile apps, online banking, and ATM services.
• Customer Satisfaction: The degree to which a customer feels their expectations are met by a service or product, often measured by factors such as service quality and convenience.
• Commercial Banks: Financial institutions that provide a wide range of banking services to individuals and businesses, including savings accounts, loans, and payment services.
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