E-banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria

Abstract

This study perused the impact of E-banking services on customer satisfaction of selected bank customers in bank branches located in Challenge, Dugbe, Agbeni, Gbagi, Ojoo, and Secretariat districts in Ibadan metropolis.The study employed a cross-sectional survey design and convenience sampling technique.One hundred (100) bank customers were surveyed through a self-report questionnaire.Four research questions and two hypotheses were tested using Pearson correlation analysis and, t-test for independence at p≤ 0.05.The results revealed high utilization of electronic banking products (ATM (98%), internet banking (85%), electronic transfer (97%).Constraints experienced include internet network failure, bank fraud and business loss due to failed e-transactions.Customers were satisfied with e-banking due to its cashless nature, cash accessibility, saves time from bank visitation and seamless transactions.The study exhibited that customers used and were glad with e-banking products.Customers' segmentation and more investment in e-banking infrastructure were advised for promoting electronic banking services..

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