Acta Univ. Bohem. Merid. 2024, 27(1):1-15 | DOI: 10.32725/acta.2024.0013172

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

Salman Abdulrazaq1, Olawale Yinusa A.1, Ishola Abdulrasaq Ajadi2
1 Department of Business Administration, Faculty of Management Sciences, University of Ilorin, Ilorin, Nigeria
2 Department of Public Administration, Faculty of Management Sciences, University of Ilorin, Ilorin, Nigeria

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.

Keywords: e-Banking; Satisfaction; Customers’ Satisfaction; Banking Services; UBA
JEL classification: G21

Received: August 22, 2023; Revised: March 13, 2024; Accepted: June 17, 2024; Published: June 17, 2024  Show citation

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Abdulrazaq, S., Olawale Yinusa, A., & Abdulrasaq Ajadi, I. (2024). Effect of E-Banking Services on Customers’ Satisfaction in University of Ilorin, Ilorin, Kwara State. Acta Universitatis Bohemiae Meridionalis, 27(1), 1-15. doi: 10.32725/acta.2024.001
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