Assessment of Customers’ Satisfaction with E-Banking System in the North-Eastern Region of Nigeria

Abstract

This study assessed customers’ satisfaction with electronic banking system in some selected commercial banks in the North-Eastern region of Nigeria. The study utilized primary data gathered through administration of questionnaires on customers of three (3) commercial banks across the six (6) states of the North-East. A total of four hundred and fifty (450) customers were selected as sample. That is, twenty-five (25) respondents from each of the three (3) banks in a state (i.e. making 75 in a state) were chosen which made up the total of four hundred and fifty (450). Convenience and purposive non-probability sampling techniques were used in selecting the banks and customers respectively. Descriptive and inferential statistics were applied to analyse the data. The results revealed that customers’ satisfaction with e-banking system in the North-Eastern region of Nigeria is strong, positive and statistically significant. This is affirmed by the r-values of 0.752, 0.901, 1.000, 0.637, 0.637 and 0.641 for the respective e-banking satisfaction proxies. The p-values of 0.000 for all the six (6) proxies equally affirmed that customers’ satisfaction with e-banking system is statistically significant at 5%, and even 1% levels of significance. Though the study disclosed statistically significant customers’ satisfaction with e-banking system, the strength of the satisfaction varies among the e-banking satisfaction proxies especially, transaction cost, transaction time and reliability yield higher levels than ease of use, convenience and security/privacy. The study therefore, suggests that commercial banks should improve on ease of use, convenience and security/privacy of the e-banking system which it is hoped might further enhance customers’ satisfaction with the system.

Keywords: Electronic banking, Customers’ satisfaction, Commercial banks, North-east Nigeria.

DOI: 10.7176/EJBM/11-23-01

Publication date: August 31^st 2019