Empirical Analysis of Service Quality, Reliability and End-User Satisfaction on Electronic Banking in Nigeria

TL;DR

This paper empirically examines how service quality, reliability, and other factors influence end-user satisfaction in Nigerian electronic banking, aiming to help banks improve customer satisfaction and loyalty.

Contribution

It provides an empirical analysis of key factors affecting electronic banking satisfaction in Nigeria, highlighting areas for service improvement.

Findings

Service quality significantly impacts user satisfaction.

Reliability correlates positively with customer satisfaction.

Enhanced electronic banking services increase customer loyalty.

Abstract

Today, almost all banks have adopted ICT as a means of enhancing their banking service quality. These banks provide ICT based electronic service which is also called electronic banking, internet banking or online banking etc to their customers. Despite the increasing adoption of electronic banking and it relevance towards end users satisfaction, few investigations has been conducted on factors that enhanced end users satisfaction perception. In this research, an empirical analysis has been conducted on factors that influence electronic banking user's satisfaction perception and the relationship between these factors and the customer's satisfaction. The study will help bank industries in improving the level of their customer's satisfaction and increase the bond between a bank and its customer.