Effect of Electronic Banking on Customers Satisfaction in Deposit Money Banks (dmbs) in Nigeria

Student: GLADYS ASHEDZI AYUBA (Project, 2025)
Department of Accountancy
Kaduna Polytechnic, Kaduna

Abstract

ABSTRACT This study examines the effect of electronic banking on customer satisfaction in deposit money banks (DMBs) in Nigeria. Electronic banking was proxies using ATMs, mobile banking, and internet banking which led to the study to examine the effect on customer which provide convenience and efficiency for bank customers. However, the effect on customer satisfaction in the banking sector has been inconsistent. This study adopts a survey research design with a sample of 70 customers banking with the various bank. Data was collected via questionnaires and analyzed using descriptive and inferential statistics. The results indicate that ATM service quality, mobile banking usefulness, and internet banking responsiveness have significant positive effects on customer satisfaction. Key recommendations include improving ATM availability and transaction accuracy, enhancing mobile banking features, and providing timely internet banking assistance. The findings provide insights on leveraging electronic channels to boost customer experience in Nigerian DMBs and to prioritize and strengthen their ATM service quality. Further research could assess other drivers of satisfaction like staff conduct and physical ambience.

Keywords
EFFECT OF ELECTRONIC BANKING ON CUSTOMERS SATISFACTION IN DEPOSIT MONEY BANKS (DMBS) IN NIGERIA
Filters
Institutions