Service quality dimensions and customer satisfaction with online services of Nigerian banks

Abstract

This study concerns the relationship between service quality dimensions and customer satisfaction with online/ebanking services of Nigerian banks. Seven service dimensions were included in the study and they are: reliability, assurance, responsiveness, perceived risk, tangibility, security, and price. The study was based on a sample 400 respondents out of which 258 responded to the questionnaire. The seven service quality variables and the dependent variable were all measured with a number of items each using seven-point Likert scale. The analysis was conducted with Multiple Linear Regression analysis (MLR) and the results show that five out of the seven variables: price, security, perceived risk, responsiveness and assurance are significant in enhancing customer satisfaction with online services of Nigerian banks. The other two variables: reliability and tangibility are not significant and require further exploration. The study provides necessary input for bank management to increase customers’ involvement through improving service quality; lowering risk; and enhancing security of operations. Policy implications were highlighted.