IDEAS home Printed from https://ideas.repec.org/a/boh/actaub/v27y2024i1p1-15.html
   My bibliography  Save this article

Effect of E-Banking Services on Customers' Satisfaction in University of Ilorin, Ilorin, Kwara State

Author

Listed:
  • Salman Abdulrazaq

    (Department of Business Administration, Faculty of Management Sciences, University of Ilorin, Ilorin, Nigeria)

  • A. Olawale Yinusa

    (Department of Business Administration, Faculty of Management Sciences, University of Ilorin, Ilorin, Nigeria)

  • Ishola Abdulrasaq Ajadi

    (Department of Public Administration, Faculty of Management Sciences, University of Ilorin, Ilorin, Nigeria)

Abstract

The need to guarantee customers' satisfaction has assumed a significant position in all business oriented discuss worldwide. This sudden rise is attributable to the recent competition among businesses for increased customer base. It is sequel to this that this paper examined the influence of electronic banking on customers' satisfaction using the commercials banks in University of Ilorin as a case for study. A Survey research design was adopted for the study while a Multistage sampling method that comprises purposeful and random sampling techniques was adopted to pick GT Bank out of the eight banks in the study area. The population consists of 12,005 identified customers of the selected bank in the University as at the time of conducting this research. Taro Yamane's formula was adopted to select 99 respondents for the study. The result was tested using Pearson Product Moment Correlation (r) and Linear Regression. The findings showed a significant positive relationship between ATM services and customers' satisfaction, and it also revealed that Point of Sale service (POS) has a positive effect on customers' satisfaction. The study thus recommended that banking industry improve the quality of the service ranging from effective monitoring of customers' transaction in order to guarantee the safety of customers' fund and information.

Suggested Citation

  • Salman Abdulrazaq & A. Olawale Yinusa & Ishola Abdulrasaq Ajadi, 2024. "Effect of E-Banking Services on Customers' Satisfaction in University of Ilorin, Ilorin, Kwara State," Acta Universitatis Bohemiae Meridionalis, University of South Bohemia in Ceske Budejovice, Faculty of Economics, vol. 27(1), pages 1-15.
    • Handle: RePEc:boh:actaub:v:27:y:2024:i:1:p:1-15
    DOI: 10.32725/acta.2024.001
    as

    Download full text from publisher

    File URL: http://acta.ef.jcu.cz/doi/10.32725/acta.2024.001.html
    Download Restriction: free of charge
    File URL: http://acta.ef.jcu.cz/doi/10.32725/acta.2024.001.pdf
    Download Restriction: free of charge
    File URL: https://libkey.io/10.32725/acta.2024.001?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    2. S Manjushree, 2020. "Customer Preference towards Use of ATM Services," ComFin Research, Shanlax Journals, vol. 8(4), pages 23-27, October.
    3. Sadia Khatoon & Xu Zhengliang & Hamid Hussain, 2020. "The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Saarijärvi, Hannu & Mitronen, Lasse & Yrjölä, Mika, 2014. "From selling to supporting – Leveraging mobile services in the context of food retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 26-36.
    2. Polo, Yolanda & Sese, F. Javier & Verhoef, Peter C., 2011. "The Effect of Pricing and Advertising on Customer Retention in a Liberalizing Market," Journal of Interactive Marketing, Elsevier, vol. 25(4), pages 201-214.
    3. Pieper, Nadine & Woisetschläger, David M., 2024. "Customer misbehavior in access-based mobility services: An examination of prevention strategies," Journal of Business Research, Elsevier, vol. 171(C).
    4. Katharina Klein & Luis F. Martinez, 2023. "The impact of anthropomorphism on customer satisfaction in chatbot commerce: an experimental study in the food sector," Electronic Commerce Research, Springer, vol. 23(4), pages 2789-2825, December.
    5. Rouxelle de Villiers & Linda Coleman, 2017. "Building Internal Competencies Capabilities and Capacity to Deliver Great Customer Experiences," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(2), pages 167-169, December.
    6. Baxendale, Shane & Macdonald, Emma K. & Wilson, Hugh N., 2015. "The Impact of Different Touchpoints on Brand Consideration," Journal of Retailing, Elsevier, vol. 91(2), pages 235-253.
    7. Paul MUKUCHA & Divaries Cosmas JARAVAZA & Forbes MAKUDZA, 2022. "Towards Gender-Based Market Segmentation: The Differential Influence of Gender on Dining Experiences in the University Cafeteria Industry," Management and Economics Review, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 7(2), pages 182-200, June.
    8. Shengliang Zhang & Chaoying Huang & Xiaodong Li & Ai Ren, 2022. "Understanding Impacts of Service Robots with the Revised Gap Model," Sustainability, MDPI, vol. 14(5), pages 1-23, February.
    9. Maggioni, Isabella & Sands, Sean & Kachouie, Reza & Tsarenko, Yelena, 2019. "Shopping for well-being: The role of consumer decision-making styles," Journal of Business Research, Elsevier, vol. 105(C), pages 21-32.
    10. Gasparin, Isadora & Panina, Ekaterina & Becker, Larissa & Yrjölä, Mika & Jaakkola, Elina & Pizzutti, Cristiane, 2022. "Challenging the "integration imperative": A customer perspective on omnichannel journeys," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    11. Gilboa, Shaked & Mitchell, Vince, 2020. "The role of culture and purchasing power parity in shaping mall-shoppers’ profiles," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    12. Rouxelle de Villiers, 2017. "Experiences that Make Consumers Think: Cognitive Experiences," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(2), pages 177-179, December.
    13. Hufrish Majra & Rajan Saxena & Sumi Jha & Srinath Jagannathan, 2016. "Structuring Technology Applications for Enhanced Customer Experience: Evidence from Indian Air Travellers," Global Business Review, International Management Institute, vol. 17(2), pages 351-374, April.
    14. Jyro B. Triviño, 2024. "Role of human resources in memorable customer experience," SN Business & Economics, Springer, vol. 4(1), pages 1-15, January.
    15. Sarker, Moniruzzaman & Mohd-Any, Amrul Asraf & Kamarulzaman, Yusniza, 2021. "Validating a consumer-based service brand equity (CBSBE) model in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    16. Divya Wodon & Naina Wodon, 2013. "What Drives Individual Sales at Nonprofit Thrift Stores?," Economics Bulletin, AccessEcon, vol. 33(4), pages 2791-2800.
    17. Cambra-Fierro, Jesús & Polo-Redondo, Yolanda & Trifu, Andreea, 2021. "Short-term and long-term effects of touchpoints on customer perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    18. Dong, Ping & Siu, Noel Yee-Man, 2013. "Servicescape elements, customer predispositions and service experience: The case of theme park visitors," Tourism Management, Elsevier, vol. 36(C), pages 541-551.
    19. Rodolfo Vázquez-Casielles & Víctor Iglesias & Concepción Varela-Neira, 2017. "Co-creation and service recovery process communication: effects on satisfaction, repurchase intentions, and word of mouth," Service Business, Springer;Pan-Pacific Business Association, vol. 11(2), pages 321-343, June.
    20. Umut Ünal & Rıfgı Buğra Bağcı & Mertcan Taşçıoğlu, 2024. "The perfect combination to win the competition: Bringing sustainability and customer experience together," Business Strategy and the Environment, Wiley Blackwell, vol. 33(5), pages 4806-4824, July.

    More about this item

    Keywords

    e-Banking; Satisfaction; Customers'; Banking Services; UBA;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:boh:actaub:v:27:y:2024:i:1:p:1-15. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ivo Andrle (email available below). General contact details of provider: https://edirc.repec.org/data/efjcucz.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.