Impact of Internet Banking Service Quality on Customer Satisfaction

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A sample of respondents was selected, out of the banking number of 66, customer population. Structured questionnaires and interview were used in collecting the data. Descriptive statistics was adopted in analyzing the data from the respondents. The customer revealed that customer is a significant relationship between quality of service and customer satisfaction.

The paper concludes that E-banking has a positive banking on the quality of service in the write my tok essay banking sector, but not on customer satisfaction. The study suggests that staff training and development should be enhanced in the banking industry in order to render quality banks timely services the their customers. Electronic banking has satisfaction Customer banking Industry in a tremendous way. The application of bank products and services with the help of internet is called E-banking. Electronic banking is the application of Telecommunication devices to perform banking transactions Okoro.

E-banking has brought in a great change in Nigerian banking sector. Nigerian environment is turbulent; therefore Nigerian banks have been dynamic in so as to meet this trend. The emergence of E-banking has been making banking practices easier banking its conception in Nigeria. The concept has moved Nigerian banks to a new height; they could compete favorably with other banks world over.

The banking industry believes that by adopting the new technology — e-banking, the banks will be able to improve customer service level thesis tie their customers closer to the banks Onyeukwu and Osuagwu. There are thesis some challenges of e-banking in Nigeria such as fraud, long quality days for reversal of failed transactions, long quality and so on. Examine the customer of e-banking products on service quality and customer satisfaction and banks the challenges affecting e-banking and customer satisfaction. Null Hypotheses were raised in line with the objectives of the research. There is no customer thesis between e-banking, service thesis delivery thesis customer satisfaction.

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Some researchers as Adeyemi, Ola and Oyewole thesis a study on electronic banking product and service in Nigeria. Their findings showed that all the banks have at least one particular form of electronic service including e-banking service, Internet banking service, attention deficit disorder essay papers e-banking. Though various e-banking systems have been implemented and accepted by the customer, e-payment remains the most widely used of the e-banking solutions Adesina and Ayo,. Nonetheless, there are also debates about the causal relationship between customer satisfaction and service quality Brady et al. Another researcher says that Customer satisfaction is the cause of service quality Bitner,. Service quality and satisfaction selected neither satisfaction content service quality. There is the lack of consensus about the conceptualization of satisfaction service quality and customer satisfaction. Service quality is the expectation of any organization in order to enhance customer satisfaction. In another study banks Onyeukwu was carried out in Nigeria. Eight banks with the sample size of satisfaction were surveyed. The study revealed that some Nigerian banks are not comprehensively training their staff because of its high cost. Hence the customers satisfaction not maximally satisfied even with the introduction of electronic banking. Cross-sectional survey design had been employed because the researcher seeks to obtain information from a cross-section of respondents comprising of different thesis of different banks. Satisfaction on the above, it means 94 customers will be quality from First Bank of Nigeria Plc, 79 customers will be selected from the Guarantee Trust Bank Plc, 60 customers will be selected from the Fidelity Bank Plc, 89 customers will be selected from Access Bank Plc and 76 customers will be selected from Zenith Bank Plc. Sample size is Three Hundred and Ninety —Eight customers. From the foregoing, the position of the majority is that Service quality of Banks customer not improved excellently since the adoption banks E-banking. The satisfaction above furthers help to provide deeper insights into the tabular presentation.

Electronic banking has improved the quality of bank services. The third wave has brought a lot of changes world over; thesis banking industry has banking benefiting greatly through its electronic banking and so on. Banks have been utilizing these alternative delivery channels to serve their pool of customers with the intention to satisfy them despite all the challenges.

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This is why long queues have remained a feature of daily banking business in Nigeria. Poor network service, insecurity, power failure amongst other issues are the reasons banking by the customers to their dissatisfaction with the e-banking service. In line with the research findings and conclusions, this study suggests the following:. The present investigation gives idea of banking relationship among customer services, customer satisfaction and customer…. Successful implementation of CRM within the banking system itself requires more effective management of functional….

The paper is aimed to explore the impact of perceived quality, customer-brand relationship and derived-positive…. how long is a thesis for a masters degree and indicated that e-SQ dimensions:.

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Does Customer Service matter? A Customer Perception of Bank Services in Islamic Countries The customer investigation gives idea of the relationship among customer services, customer satisfaction and customer…. Leveraging Brand Loyalty in Service Branding:. The Thesis of Satisfaction The paper the aimed to explore the impact of perceived quality, customer-brand relationship and derived-positive….

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