Impact of the Electronic Banking Products and Services on the Customers’ Satisfaction: A Case Study of Kaduna State, Nigeria

Abstract

This study examines the impact of electronic banking (EB) on customers’ satisfaction (CS) in Kaduna State, Nigeria. The study specifically examines the impact of E-banking services (EBS) and Ebanking products (EBP) on customers’ satisfaction (CS). This study adopts a survey research design. Both quantitative and qualitative data were collected through informal interview, focus group and a structured questionnaire administered on sample of 400 respondents in the study areas of which 360 sets of questionnaire were correctly filled and returned. To present and analyze the data from the respondents, frequency distribution table and multiple regression analysis were used. The result shows that electronic banking services (EBS), and electronic banking products (EBP) have significant positive impact on customers’ satisfaction (CS) in Kaduna State, Nigeria. Based on these findings, it is therefore, recommended that the Central Bank of Nigeria (CBN) should develop apolicy framework that will enhance E-banking operation focusing on customers satisfaction through customers’ oriented policies. Additionally, information technology providers in conjunction with banks should develop more friendly, risk free, effortless and efficient service delivery technology that will enhance customer’s satisfaction.