E-Banking Service Delivery and Customer Satisfaction in commercial banks in Lagos metropolis, Nigeria
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- 1-5 Chapters
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- Reference Style: APA
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- NGN 3000
Statement of the Problem
Effective service delivery in the service industry and the banking sector in particular, is the ultimate goal and objective so that customer retention can be evidently possible. More often than not, it can be quite an issue. It is therefore expedient that banks strive hard to ensure that their teeming customers are satisfied with their service delivery. Traditional banking practice in Nigeria in the time past was done without much regards to how customers’ really felt about their performances and this led to loss of customer confidence in the service delivery of banks (Adeshina & Ayo, 2010). The paradigm shift to online banking however brought about relief to customers thus their expectations that service delivery of their banks will improve (Auta, 2010). Despite being 6 hopeful, customers were still skeptical in the sense that series of complaints ranging from wrong debiting of account, non- availability of network, machine breakdown, lack of security, Personal Identification Number (PIN) challenges, employees lack of sense of humane, privacy concerns, frequent cases of account hacks etc. were all occurrences that customers get exposed to. Kassim and Abdullah, (2006) in a study demonstrated that it is critical to develop secured and private internet banking systems that are trustworthy from the customer’s point of view. It is expedient that banks in Nigeria look inwards to find a very good blend of strategies to reduce customer’s rate of dissonance and improve perceived service quality. The implication of the above is that customers may not be too satisfied with online banking service delivery, hence the need for improved service delivery. With the patterns of consumer behavior changing with the increasing use of technology in the delivery of banking services, there is a need to build customers’ confidence in using the techbased services otherwise the confidence of customers may be eroded. It is therefore logical to state that customers are not satisfied with the service delivery of online banking, but the extent to which customer satisfaction is affected by efficiency, security, system availability, reliability, privacy, employee courtesy and perceived value of service delivery needed to be investigated, hence the need for this study.
Objectives of the study
The main aim of this study is to investigate the level of customer satisfaction with e- banking services delivery provided by selected commercial banks in Lagos metropolis, Nigeria. The specific objectives of the study are to:
(i) assess whether efficiency of e- banking delivery channels enhance customer satisfaction among commercial bank users in Lagos state
(ii) determinethe extent of security and privacy features associated with online banking transactions as it affects satisfaction among commercial bank customers in Lagos state
(iii) analyze if availability of e-banking service delivery channels bring about customer satisfaction in commercial bank users in Lago state.
(iv) determine whether responsiveness (employee courtesy) towards resolution of customer complaints about e-banking services create satisfaction in users in Lagos State.
(v) examinewhether customers’ reliance on e-banking delivery channels bring about satisfaction among commercial bank customers in Lagos state.
(vi) ascertainthe extent to which customers’ perceived value of e-banking service delivery will bring about satisfaction among commercial bank customers in Lagos state.
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