Customers’ Satisfaction with Service Delivery via Electronic Banking Channels

Abstract

Information Communication Technology (ICT) revolution and financial liberation have brought about new and more efficient electronic delivery channels as well as new banking products and services to enhance customers satisfaction. This research investigates customers’ perception, use and satisfaction with service delivery via electronic banking channels in Nigeria. A sample of 330 electronic banking customers was taken and 306 useable questionnaires were analysed using descriptive statistics. Using the E-S-QUAL core dimensions and KPLM satisfaction factors as well as Technology Acceptance Model (TAM), results indicated that among all e-banking channels, ATM has the highest level of usage. Customers are satisfied with e-channel service quality in the area of service convenience and reliability but less satisfied with system availability. Customers considered e-channels service security as a major limitation in effective e-channel service delivery in Nigeria. They perceived privacy and fraud with e-banking channels service as high security challenge. It is recommended that banks need to device means to vigilantly monitor e-banking transaction as well as to effectively continue on the “know your customer polices”.