Impact of E-Service on Customer Satisfaction in the Nigerian Banking Industry: An Empirical Review

Lawan Garba¹ , Aminu Kado Kurfi² , Mustapha Mukhtar³

Section:Research Paper, Product Type: Journal-Paper
Vol.13 , Issue.1 , pp.1-10, Mar-2025

Online published on Mar 31, 2025

Copyright © Lawan Garba, Aminu Kado Kurfi, Mustapha Mukhtar . This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
 

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Abstract :
In an increasingly digital financial landscape, understanding the factors that drive customer satisfaction with e-banking platforms is crucial for enhancing customer satisfaction and competitiveness among Nigerian banks. This study examines the impact of e-service on customer satisfaction in the Nigerian banking industry. The research also addresses the challenges faced by banks in ensuring consistent service delivery, particularly in remote and underserved areas, where issues like network failures and poor internet connectivity exacerbate customer dissatisfaction. Data was collected from customers of eight banks with international authorization in Bauchi State, Nigeria. A sample size of 384 customers was obtained using the Krejcie and Morgan (1970) formula. A questionnaire on a five-point Likert scale was used in data collection. Data were analysed using descriptive and inferential statistics via Statistical Package for Social Sciences (SPSS) version 23.0, while multiple regression coefficients were employed. The findings revealed that interactivity, customer support and customer technology adoption does not have significant influence to customer satisfaction, and robust security measures significantly contribute to customer satisfaction. However, inconsistent service delivery and security concerns remain significant barriers. The study highlights the importance of improving digital infrastructure and service to meet evolving customer expectations. It provides practical recommendations for Nigerian banks should invest in advanced security measures to protect customer data and develop intuitive, user-friendly platforms for real-time engagement. Proactive and personalized customer support is essential to meet individual needs effectively. Accessible mobile and online platforms for all technological skill levels will enhance inclusivity and customer satisfaction.

Key-Words / Index Term :
E-Service, Customer, Satisfaction, Banking, Industry.

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