Impact of E-Banking Service Quality on Customers Satisfaction in Osun State, Nigeria

Abstract

Electronic banking services are provided basically by all the banks in Osun State, with the aim of decongesting the banking hall and providing convenient and satisfactory services to customers. Yet, bank customers experience delayed services, as the banking halls and ATM stands are always crowded. This study investigated the impact of e -banking service quality on customers satisfaction in Osun State, Nigeria. Survey data was collected from 195 customers (respondents) of the FCMB Branch Osogbo. The regression analyses were used to analyze the data. Findings showed that customers are relatively satisfied with quality of e-banking services (Responsiveness and Reliability ) but were dissatisfied with the fees/charges compared to quality of services provided by the banks. The result showed that reliability and responsiveness have significant positive impact on customers’ satisfaction. On the other hand, fees/charge have a significant inverse relationship with customers satisfaction. It is thus recommended among other banks; to reduce their fees/charges on e -banking services, this would lead to greater patronage of the e - banking services. This in turn will lead to decongestion of the banking halls and higher customers satisfaction.