Examining the Effect of E-Banking Services on Customer Satisfaction in Deposit Money Banks in Adamawa State Capital, Nigeria

Abstract

This study examined the effect of e-banking services on customer satisfaction in deposit money banks in Adamawa State capital. Three deposit money banks (First Bank, Guaranty Trust Bank, and United Bank for Africa) operating in Yola were selected for this study. The independent variable is e-banking services that are represented by Internet banking, Automated Teller Machine Service (ATM), Short Message Service (SMS) banking, and mobile banking. The convenience sampling technique was used to select 150 customers of the three sampled banks. 150 Questionnaires were distributed to the respondents where 115 were found valid and used for analysis purposes. With the aid of the statistical package for social sciences (SPSS) version 20, the data were analyzed using descriptive statistics, correlation, and multiple regression. From the regression result, internet banking and ATM service have a significant positive effect on customer satisfaction in the selected deposit money banks in Adamawa State capital. But SMS banking has an insignificant positive effect on customer satisfaction, while mobile banking has an insignificant negative effect on customer satisfaction of the sampled banks. Hence, the study recommends that management of deposit money banks in Nigeria, specifically in Adamawa State capital (Yola) should do everything possible to ensure that internet banking and ATM service are in addition provided to customers effectively.