The Impact of E-banking on Customers’ Satisfaction: An Empirical study of ATM.
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Date
2010-09
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College of Social and Management Sciences, Joseph Ayo Babalola University, Ikeji-Arakeji, Nigeria
Abstract
The first giant step in the revolution of electronic banking was the computerization of financial institutions which made marketing of banking services a unique one. With this development, there is a gap of acceptability of electronic banking between potential adopters and early adopters’ belief for adopting and continued usage of e-banking. This study investigated the adoption and continued usage of ATM banking in Nigeria
The general objective of the study was to examine customers’ satisfaction of electronic banking. The specific objectives were the determination of the acceptability of ATMs as a delivery channel of bank services and customer satisfaction of ATM services provided by Nigerian banks.
The study employed a case study method. The primary data that were used for the research were generated through questionnaires administered to respondents by the researchers. Convenience sampling was used to select the respondents. The research variables were measured by a Likert scale. Data were analysed by use of tables, chi-square and coefficient of contingency.
There is a significant relationship between ATMs as a form of service and customer satisfaction. ATMs are more acceptable than Tellers in the delivery of banking services in Nigerian banking industry. The percentage of respondents who are users of ATMs is high, therefore, the study recommends the following: even distribution of ATMs for ease of accessibility; language barrier should worked on to ensure that customers are able to interact in at least one of the major three Nigerian languages, and advertisement of other products on the screen of ATMs.
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Keywords
E-Banking, Customers Satisfaction, Banking Services, Automated Teller Machines (ATM)