Publication:
E-Banking Service Quality and Customer Satisfaction: Evidence from Deposit Money Bank in South-South Nigeria
E-Banking Service Quality and Customer Satisfaction: Evidence from Deposit Money Bank in South-South Nigeria
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Date
2021
Authors
Mary Shadrach Omofowa
Shadrach Omofowa
Chijioke Nwachukwu
Van Le
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Research Projects
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Abstract
The study examines the connection between Electronic Banking service quality and customer satisfaction. The study used a survey research approach. 344 participants were selected randomly for the study. The data from 302 respondents suggest that E-banking service quality dimensions (innovation, technology competence, reliability and tangibility jointly influence customer satisfaction. Further, innovation, technology competence, reliability and tangibility had positive and significant effects on customer satisfaction. All four hypotheses were supported. We, therefore, conclude that deposit money banks must optimise their E-banking service to improve customer satisfaction.
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Keywords
E-banking,
Service Quality,
Money Deposit Banks,
Customer Satisfaction