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The Impact of E-banking on Customer Satisfaction in Nigeria

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  • E42 - Monetary Systems
  • Standards
  • Regimes
  • Government And The Monetary System
  • Payment Systems
  • Communication


035$ Munich Personal RePEc Archive The Impact of E-banking on Customer Satisfaction in Nigeria Dogarawa Ahmad Bello Ahmadu Bello University, Zaria-Nigeria 2005 Online at MPRA Paper No. 23200, posted 10. June 2010 13:47 UTC The Impact of E-banking on Customer Satisfaction Page 1 of 13 BACKGROUND OF THE STUDY1 Electronic commerce is now thought to hold the promise of a new commercial revolution by offering an inexpensive and direct way to exchange information and to sell or buy products and services. This revolution in the market place has set in motion a revolution in the banking sector for the provision of a payment system that is compatible with the demands of the electronic marketplace. Electronic-commerce in Nigeria is in an embryonic stage. However, one area of electronic-commerce that has proven successful in Nigeria is electronic banking (E- banking). The term "electronic banking" or "e-banking" covers both computer and telephone banking. It refers to the use of information and communication technology by banks to provide services and manage customer relationship more quickly and most satisfactorily (Charity-Commission, 2003). Burr (1996) describes it as an electronic connection between the bank and the customer in order to prepare, manage and control financial transactions. Electronic banking according to Al-Abed (2003) is an umbrella term for the process by which a customer may perform banking transactions electronically without visiting a brick- and-mortar institution. Lustsik (2004) describes electronic banking as a variety of the following platforms: Internet banking, telephone banking, TV-based banking, mobile phone banking, and PC banking. For the purpose of this research, we define electronic banking as the delivery of banking services and products through the use of electronic means irrespective of place, time and distance. Suc

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