IIARD International Institute of Academic Research and Development

IIARD INTERNATIONAL JOURNAL OF BANKING AND FINANCE RESEARCH (IJBFR )

E-ISSN 2695-1886
P-ISSN 2672-4979
VOL. 10 NO. 4 2024
DOI: 10.56201/ijbfr.v10.no4.2024.pg39.49

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Impact of Electronic Banking on Customer Service Delivery in Deposit Money Banks (Case Study of First Bank of Nigeria Plc)

Ado Bappayo, Alahaji Kawugana

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Abstract

This study examined the Impact of Electronic banking on customer service delivery in Deposit Money Banks. The objective of the study is to determine the impact of Internet Banking, Mobile Banking and Automated Teller Machine on an effective customer service delivery with particular reference to First Bank of Nigeria plc Bauchi metropolis branches. Data were collected from primary and secondary source; Descriptive survey research design was adopted and Instruments of data collection are questionnaires and personal interview which formed the source of primary data, and journals, textbooks, websites formed the secondary source of data. 150 questionnaires were administered on customers of the banks and only 100 were filled and returned SPSS was employed in the analysis of data collected for the study using table and percentages. The statistical tool used to test hypotheses was chi-square (X2). The major findings of the research reveal that Internet banking, mobile banking, Electronic banking and Automated Teller Machines (ATMs) have positively and significantly impacted on an effective customer service delivery in Nigeria Deposit Money Banks also Illiteracy level negatively impacted on the e-banking in Nigeria, The study further revealed that power cuts during transaction send wrong signals about e-banking and poor regulation of the e-banking structures are the limitation of banking in Nigeria. Based on the findings, the study therefore recommends that banks should ensure a more flexible and quality mobile banking products and services, regular power supply, also better navigation of internet banking platform should further be enhanced. Banks should ensure that fund is always available in ATM. And Banks should enlighten their customers on Electronic banking benefits

keywords:

Automated Teller Machines (ATM), Deposit Money Banks, Internet banking, mobile

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