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Growing Science » Authors » Haadi Babatunde Asiyanbi

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1.

E-banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria Pages 153-160 Right click to download the paper Download PDF

Authors: Haadi Babatunde Asiyanbi, Ajibola Abdulrahamon Ishola

DOI: 10.5267/j.ac.2018.3.001

Keywords: E-banking, Customer satisfaction, e-transactions, Service quality, Ibadan metropolis

Abstract:
This study perused the impact of E-banking services on customer satisfaction of selected bank customers in bank branches located in Challenge, Dugbe, Agbeni, Gbagi, Ojoo, and Secretariat districts in Ibadan metropolis. The study employed a cross-sectional survey design and convenience sampling technique. One hundred (100) bank customers were surveyed through a self-report questionnaire. Four research questions and two hypotheses were tested using Pearson correlation analysis and, t-test for independence at p≤ 0.05. The results revealed high utilization of electronic banking products (ATM (98%), internet banking (85%), electronic transfer (97%). Constraints experienced include internet network failure, bank fraud and business loss due to failed e-transactions. Customers were satisfied with e-banking due to its cashless nature, cash accessibility, saves time from bank visitation and seamless transactions. The study exhibited that customers used and were glad with e-banking products. Customers’ segmentation and more investment in e-banking infrastructure were advised for promoting electronic banking services.
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Journal: AC | Year: 2018 | Volume: 4 | Issue: 4 | Views: 7832 | Reviews: 0

 

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