Impact of Electronic Banking on Customer Satisfaction in Selected Banks in Taraba State, Nigeria
Abstract
The aim of this study is to investigate the effect of E-Banking on customer satisfaction in selected Banks in Taraba State. A survey approach was used for Data collection. Two hundred and seventy-one (271) questionnaires were distributed to bank customers in Jalingo Metropolis, tables and percentages were used to make analysis while Spearman rank correlation statistical method was used to test the hypothesis. The researcher also reviewed similar and related past research works in the study. The results of the study revealed that there was a significant relationship between e-banking and customer satisfaction; and e- banking has enhanced customers’ satisfaction in Taraba State. The results revealed that high rate of cyber Frauds, inadequate infrastructure and technology are major challenges in the Banking industry. The findings also reveal that most customers complain about high rate of Banks’ charges. The study recommended that Banks should improve on their services delivery by providing adequate security of transactions provides superior infrastructures and should reduce their bank charges to encourage customers’ patronage of their products/services.
Keywords
E-bankingCustomer satisfactionMobile BankingWeb (internet) ServiceAutomated Teller Machine and banking Industry
References
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