An Empirical Study of Customer Perception of E-Banking Services: Evidence from Selected Banks in Taraba State

Jaafaru Alhaji Umaru; SHARIFF Bala Alhaji

doi:10.56201/ijssmr.vol.11no6.2025.pg360.371

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An Empirical Study of Customer Perception of E-Banking Services: Evidence from Selected Banks in Taraba State

Jaafaru Alhaji Umaru, SHARIFF Bala Alhaji

Abstract

This study investigates customer perception of e-banking services in selected banks across Taraba State, Nigeria. With the rapid digitalization of the banking sector, understanding how customers perceive and interact with e-banking platforms is essential for improving service delivery, customer satisfaction, and financial inclusion. The study employed a quantitative research design using structured online questionnaires administered to 150 bank customers. Descriptive statistics, Chi-square tests, and Pearson correlation analyses were used to interpret the data. Findings revealed that a majority of respondents perceive e-banking services as convenient, time-saving, and easy to use. Educational level showed a statistically significant relationship with e-banking usage and perceived ease of use, while no significant relationship was found between age and satisfaction. Moreover, a moderate positive correlation was observed between frequency of usage and overall satisfaction, indicating that repeated use improves trust and user experience. However, challenges such as poor customer support, intermittent service interruptions, and concerns over transaction security were also identified. The study concludes that while e-banking has gained significant traction in Taraba State, further efforts are needed to address technical and service-related concerns. Recommendations include enhancing digital literacy, improving customer support responsiveness, and strengthening security measures. These efforts will help improve user satisfaction, increase adoption rates, and promote trust in e-banking platforms across the state.

Keywords

E-bankingCustomer PerceptionDigital LiteracyBanking ServicesTaraba State.

References

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An Empirical Study of Customer Perception of E-Banking Services: Evidence from Selected Banks in Taraba State

Abstract

Keywords

References

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