Bank-Customer Relationship and Provision of Quality Electronic Banking Services in Nigeria

Abstract

The evolution of internet banking has altered the nature of personal-customer banking relationships and has enabled electronic channels to perform many banking functions that would traditionally be carried out over the counter. Banks owe their numerous customers the duty to provide quality services. The extent to which this duty has been performed has stemmed an increasing concern not only within the bank customer relationship but also for monetary authorities over the standard and adequacy of services. The paper examines the regulatory framework put in place to improve electronic banking services in Nigeria so as to enhance bank customer relationship. The paper highlights the key challenges encountered by customers in the course of utilising e-banking services. The commercial banks should take appropriate measures to ensure full adherence to extant regulations.  The apex bank should, where necessary, review and update the regulatory guidelines so as to keep abreast of development in e-banking.

Keywords: Bank, Customer, E-banking, Services, regulations, Nigeria