IMPLICATION OF ELECTRONIC BANKING AND CUSTOMERS’ SATISFACTION IN NIGERIA BANKS
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ABSTRACT
The main focus of this study is to examine impact of e-banking on customers’ satisfaction using Access bank Plc Jos, Plateau State as case study. The study also identified the various types of electronic banking, established the level of satisfaction of customers given the usage of electronic banking services identified the challenges facing effective implementation of electronic banking system in Nigeria; and proffer solutions to the identified challenges of electronic banking in Nigeria.The study adopted a survey research design and with the aid of convenient sampling techniques, thirty-six (36) participants were selected who are staff in Access bank Plc Jos, Plateau State was enrolled for the study. A well structured questionnaire was issued to the respondent of which a total of Thirty (30) responses were received and validated for the study. Data was analyzed using simple percentage as well as frequencies and table. Hypothesis test was conducted using Pearson Correlation and Regression statistical tool (SPSS v.2.3). Findings from the study revealed that E -banking was adopted by banks so as to improve their service delivery, decongest queues in the banking hall, enable customers withdraw cash 24/7, aid international payment and remittance, track personal banking transaction, request for online statement, or even transfer deposit to a third party account. However the challenges facing effective implementation of electronic banking system in Nigeria Epileptic power supply, Network failure leads to deficiencies in infrastructures such as ATMs, computers etc which slows down the rate of electronic transactions, dominance of cash transaction in the economy, fraud susceptibility, security risk and privacy issues, low level of customer awareness and phishing attacks and government laws. The study therefore recommends that Awareness should be carried out in order to sensitize the citizens about e-payment services, banks should improve customer information security, banks should ensure regular servicing of their ATM’s and establish relationship with telecommunication service providers in order to enhance efficient electronic banking.
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