ISSN: 2222-6990
Open access
This study investigated the effect of electronic banking on customer satisfaction in Nigeria's banking industry, specifically, in Kwara State. The study determined the attributes of e-banking services that are crucial to customers, and examined the impact of e-banking attributes on customers’ satisfaction using correlation and regression analyses. In addition, the challenges associated with electronic banking use were highlighted. To this end, a total number of 390 respondents were included in the study through Google survey form (questionnaires). The study used security, reliability, ease to use and user-friendly, transactional speed, responsiveness as the independent variables while customer satisfaction as the dependent variable. The correlation result shows a positive correlation between all the independent variables and customer satisfaction. Similarly, the regression result shows that security, transactional speed, ease to use, reliability, and responsiveness have a positive and significant impact on customer satisfaction. Finally, the study recommends that bank managers should strengthen these attributes of e-banking and also look into the challenges highlighted by the respondent in order to maintain or improve customer satisfaction.
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In-Text Citation: (Raji et al., 2021)
To Cite this Article: Raji, A. A., Zameni, A., & Abdulwakil, M. M. (2021). Effect of Electronic Banking on Customer Satisfaction in Kwara State, Nigeria. International Journal of Academic Research in Business and Social Sciences, 11(7), 1571–1585.
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