Joseph A. Anyadighibe PhD, Prof. E. T. Ebitu, Maurice S. Ezekiel, Edim Eka James & Asueze Chinenye Esther
Department of Marketing
University of Calabar, Nigeria
For Correspondence, email: janyadighibe@yahoo.com
Abstract
This study examined electronic banking and customer satisfaction in commercial banks. It was carried out to determine the influences of automated payment system, automated delivery channel and automated information-sourcing service on customer satisfaction in commercial banks. The study adopted cross-sectional survey research design. Convenience sampling technique was used to locate 224 bank customers from whom primary data were obtained for the study through a structured questionnaire. The data obtained were analyzed and interpreted descriptively using simple percentages and frequencies, whereas, the hypotheses of the study were tested using simple linear
regression. The findings revealed that automated payment system, automated delivery channel and automated information-sourcing service had significant positive effects on customer satisfaction in commercial banks. Hence, the study recommended that: commercial banks should provide more automated service delivery channels such as internet banking, mobile banking, chat banking and video banking, to enable customers in urban and especially rural areas to get seamless access to banking services without necessarily visiting branch offices; commercial banks should consistently
enlighten customers on how to use automated payment systems, such as ATM service, internet mobile payments, POS (point of sale) kiosk and bank card payment, to make payments for goods and services purchased. By enlightening customers of the value of automated payment systems, commercial banks will be able to encourage more adoption of the systems by customers; and commercial banks should guarantee minimal or no disruptions in E-banking service delivery by eliminating downtime, slow processing and other technical issues that result in delayed transaction processing. Furthermore, we have suggested based on the limitations of this study that future researchers should extend the scope of their studies to include bank management in order to determine how the deployment of E-banking systems is impacting the effectiveness of banking service delivery in developing African countries.
Keywords: Electronic Banking, Customer Satisfaction, Automated Payment System, Automated Delivery Channel, Automated Information-sourcing Service
