AN INVESTIGATION OF FINANCIAL INSTITUTIONS IMPLEMENTATION OF ELECTRONIC BANKING APPLICATIONS, SERVICE DELIVERY AND CUSTOMER’S PERCEPTIONS: A CRITICAL EVALUATION OF TIER 1 BANKS IN NIGERIA.
Abstract
All Nigerian banks provide electronic banking services in order to relieve congestion in the banking hall and provide clients with convenient and satisfying services. However, bank customers face delays since banking rooms and ATMs are often busy. The purpose of this study was to look at the influence of e-banking service quality on customers satisfaction and the customers perception of their services in Nigeria. The survey data was obtained from 500 Tier 1 Bank clients (respondents), and descriptive analysis was employed to examine the data. Customers were generally happy with the quality of e-banking services (responsiveness and reliability) but this changed after the Central Bank of Nigeria introduced currency redesign and cashless policies. Furthermore, customers were not satisfied with the fees/charges in comparison to the level of services given by banks. Many Customers were concerned with Banks service delivery since the botched currency redesigned policy of 2022.
The findings revealed that dependability and responsiveness had a considerable beneficial influence on customer’s satisfaction. However, fees/charges have considerable direct implications with consumer happiness. As a result, it is advised that banks cut their E-banking product and service rates and introduce products and services that the customers want. This will result in increased consumer satisfaction.