Electronic Banking and Customer Satisfaction of Selected Deposit Money Banks in Ogun State, Nigeria

Abstract

The study examined the effect of electronic banking on customer satisfaction in selected deposit money banks in Ogun state, Nigeria.

This study adopted a descriptive survey research design. This design is considered appropriate not only for the methodological decision the study intends to undergo but also because it is tailored towards studying a sample from a large population from where inferences would be drawn about the characteristics of the defined population. The population of the study comprises the customers of the selected deposit money banks in Ogun state, which are listed on the Nigerian Stock Exchange as of December 2020 (CBN, 2020). A total of 9589 customers were sampled. The data used for this study was primarily sourced with the aid of a well-structured questionnaire was used as an instrument for data collection. Data were analyzed using descriptive and multiple regression analysis.

Electronic banking has a significant effect on customer service security experience, customers user friendliness experience, accessibility experience and availability experience in Ogun State. Based on the findings, the study concludes that electronic banking has a significant effect on customers' satisfaction among deposit money bank customers in Ogun State.

As part of the recommendations, for an improved electronic banking service availability experience by customers, banks should source for better options among the network and telecommunication providers; this will make electronic banking more available for customers to use.