Electronic Banking and Customers’ Satisfaction in Kogi State

Abstract

This study titled electronic banking and customers’ satisfaction is written to examine the relationship between electronic banking and customers in Kogi State. The research adopts descriptive research survey and fundamentally, the study reached respondents who are customers of commercial banks in Kogi State. The population of the study is infinite considering g the fact that respondents are both infinite and mobile hence the Godden sample size statistical formula was adopted in determining the sample size. Thus, the respondents reached were 384 through a structured questionnaire but only 309 questionnaires were duly
completed and returned giving 80X retrieval rate. In addition, the study adopts descriptive and inferential statistics in reaching analyzing data. Specifically, the study adopts a five point likert scale using mean value of 3.00 and above as the decision criterion. More so, the hypotheses were tested using linear regression technique with the aid of statistical package for social sciences. This study revealed that there is positive relationship between the electronic banking and customers’ satisfaction. This implies that an electronic banking service enhances customers’ convenience while accessing the banking products and services. Based on the finding, the research recommends that considering the fact that significant relationship exist between electronic banking and customers’ satisfaction commercial banks in Kogi State automated teller machine services should be upgraded so that customers could be able to utilize electronic banking services conveniently and at minimal charges. Additionally, the study recommends that basic facilities for telephone services should be upgraded to enable customers maximally utilize the services while bank personnel
especially those at the customers care units should be engaged in periodic training to enable them possess the requisite skills to handle customers’ complaints to ensure customers satisfactio