An Assessment of Customers Readiness, Loyalty and Satisfaction on E - Banking Services: A Nigerian Perspective

Abstract

Despite the importance of electronic banking in many financial institutions, fewer studies have focused on customers’ satisfaction and customers readiness especially in an African setting. With the recent development in the information and technology world many customers have embraced e-banking. In this study, we measured the effect of customers’ readiness, loyalty and satisfaction on electronic banking services. We majorly used questionnaire that was designed on a 5-point scale to be able to collect good quantitative data. This study established that there is a significantly positive relationship between electronic banking readiness and customer’s satisfaction. The study recommended that more emphasis and efforts be laid on targeting individual clients, a more persuasive promotion of the e-banking should be conducted more regularly and banks should ensure nothing interrupts the flow of service delivery. In addition, electronic banking service providers ought to look out for indicators of innovative ways of creating awareness about the service through participation in trade organizations, exhibitions as well as adoption of new technologies on internet banking.

Keywords: Internet banking, Information Technology, electronic banking adoption, end user satisfaction, fulfillment