Effect of Electronic Banking on Customer Satisfaction in Kwara State, Nigeria

Abstract

ABSTRACT In the bid to catch up with global developments and improve the quality of service delivery, it is in no doubt that banks have invested much on technology, and have widely adopted electronic and telecommunication networks for delivering a wide range of value added products and services. However, the integration of customers into electronic banking is far from been realized. The general aim of the study was to determine the effect of electronic banking and customer satisfaction among first tier bank in Nairobi Town. The study was hinged on diffusion innovation theory and contrast theory. The study adopted a descriptive survey r target population was 262511 customers drawn from 5 first tier banks within Nairobi CBD. Stratified sampling technique was used to select a sample size 225 respondents. Primary data was collected using structured questionnaires addressed to the participants. The researcher conducted initial data analysis using descriptive statistical measures. The study also conducted a regression analysis to establish the relationship between the study variables. From the findings, the study concluded that flexibility of internet banking influence customer satisfaction to a great extent. In addition, many customers use internet banking banking has relatively low effect on because it is easy to use while personalized internet banking banking has relatively low effect on banking has relatively low effect on also affects customer satisfaction to a great extent. The study further concludes that usefulness of internet banking and friendliness of internet esearch design. The