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Cashless Policy Instruments and Customer Satisfaction in Nigeria in Deposit Money Banks in Nigeria

Okoye Pius V.C and Onyeogubalu Izuchukwu H.

Abstract

This study ascertained the effect of cashless policy instruments on customer satisfaction in Nigerian deposit money banks . The study employed Ex-Post Facto research design. Data were extracted from annual reports and accounts of the sampled Deposit Money Banks and the Central Bank of Nigeria Statistical Bulletin spanning from 2018 to 2024. The data were analyzed with descriptive statistics and the hypotheses were tested using Panel data analysis via E-View version 9. The findings showed that the ATM transactions have no significant impact on customer satisfaction and POS transactions have positive and significant effects on customer satisfaction. Among others, the study recommended that financial institutions should allocate resources towards enhancing the infrastructure and reliability of all cashless instruments especially ATM, mobile banking services and Internet Banking. This will help to encourage greater adoption and usage among customers. Key words: Cashless policy instruments, Customer satisfaction, ATO and POS

Keywords

Cashless policy instrumentsCustomer satisfactionATO and POS

References

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