THE DIMENSIONS OF ELECTRONIC (E)-BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCE FROM NIGERIA
This study investigates the dimensions of electronic (e)-banking service quality on customer satisfaction. The data were collected among bank customers within Lagos State, Nigeria vis a vis a validated closed-ended questionnaire from a sample of three hundred and eighty-three (383) questionnaires we...
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| Format: | Article |
| Language: | English |
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Publishing House of Rzeszow University of Technology
2025-01-01
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| Series: | Modern Management Review |
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| Online Access: | https://journals.prz.edu.pl/mmr/article/view/1750 |
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| author | Olusola Enitan OLOWOFELA Benjamin Oludotun LISOYI Kehinde Isaiq OLAIYA |
| author_facet | Olusola Enitan OLOWOFELA Benjamin Oludotun LISOYI Kehinde Isaiq OLAIYA |
| author_sort | Olusola Enitan OLOWOFELA |
| collection | DOAJ |
| description | This study investigates the dimensions of electronic (e)-banking service quality on customer satisfaction. The data were collected among bank customers within Lagos State, Nigeria vis a vis a validated closed-ended questionnaire from a sample of three hundred and eighty-three (383) questionnaires were returned. Descriptive analysis and regression analysis were used to analyse the data collected and test the study hypothesis. The results of this study revealed that ease to use, reliability and security have a positive significant impact on customer satisfaction. This shows that customers will be satisfied and be willing to use
e-banking platform if it is easy to use, reliable and there is privacy for the financial transactions. The findings of this study has significantly contributed to academics and practitioners in the area of behavioral finance and likewise understand the need of different segment of customers of financial institutions. |
| format | Article |
| id | doaj-art-9dda8a86a7ef44ac8b0df4a13a14aee1 |
| institution | Kabale University |
| issn | 2300-6366 2353-0758 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | Publishing House of Rzeszow University of Technology |
| record_format | Article |
| series | Modern Management Review |
| spelling | doaj-art-9dda8a86a7ef44ac8b0df4a13a14aee12025-01-12T11:27:17ZengPublishing House of Rzeszow University of TechnologyModern Management Review2300-63662353-07582025-01-01294718410.7862/rz.2024.mmr.211750THE DIMENSIONS OF ELECTRONIC (E)-BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCE FROM NIGERIAOlusola Enitan OLOWOFELA0Benjamin Oludotun LISOYI1Kehinde Isaiq OLAIYA2Olabisi Onabanjo University Wesley UniversityOlabisi Onabanjo UniversityThis study investigates the dimensions of electronic (e)-banking service quality on customer satisfaction. The data were collected among bank customers within Lagos State, Nigeria vis a vis a validated closed-ended questionnaire from a sample of three hundred and eighty-three (383) questionnaires were returned. Descriptive analysis and regression analysis were used to analyse the data collected and test the study hypothesis. The results of this study revealed that ease to use, reliability and security have a positive significant impact on customer satisfaction. This shows that customers will be satisfied and be willing to use e-banking platform if it is easy to use, reliable and there is privacy for the financial transactions. The findings of this study has significantly contributed to academics and practitioners in the area of behavioral finance and likewise understand the need of different segment of customers of financial institutions.https://journals.prz.edu.pl/mmr/article/view/1750electronic (e)-bankingcustomerscustomer satisfactionservice quality |
| spellingShingle | Olusola Enitan OLOWOFELA Benjamin Oludotun LISOYI Kehinde Isaiq OLAIYA THE DIMENSIONS OF ELECTRONIC (E)-BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCE FROM NIGERIA Modern Management Review electronic (e)-banking customers customer satisfaction service quality |
| title | THE DIMENSIONS OF ELECTRONIC (E)-BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCE FROM NIGERIA |
| title_full | THE DIMENSIONS OF ELECTRONIC (E)-BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCE FROM NIGERIA |
| title_fullStr | THE DIMENSIONS OF ELECTRONIC (E)-BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCE FROM NIGERIA |
| title_full_unstemmed | THE DIMENSIONS OF ELECTRONIC (E)-BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCE FROM NIGERIA |
| title_short | THE DIMENSIONS OF ELECTRONIC (E)-BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCE FROM NIGERIA |
| title_sort | dimensions of electronic e banking service quality on customer satisfaction evidence from nigeria |
| topic | electronic (e)-banking customers customer satisfaction service quality |
| url | https://journals.prz.edu.pl/mmr/article/view/1750 |
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