Does ebanking Services Enhance Customers Satisfaction of Commercial Banks in Douala, Cameroon?

Purpose: The paper has as objective to examine the effect of e-banking services (ATM, internet, mobile phone and POS banking) on customer satisfaction with reference to commercial banks in Douala, Cameroon. Methodology: After exploring related theoretical and empirical literature, the study adopted a descriptive survey research design with a quantitative research approach. The structured Likert scale-based questionnaires were distributed and collected from 150 e-banking service users. Multivariate regression modelling techniques was employed. The study was a descriptive survey research design with a quantitative research approach. The structured Likert scale-based questionnaires were distributed and collected from 150 e-banking service users. Multivariate regression modelling techniques was employed. Findings: The results of the study revealed that the model is globally significant with over 83 percent of customers satisfactions been accounted by ebanking services. Among the four constructs of ebanking, ATM service have the highest response effect followed by mobile banking and lastly internet banking which has a positive effect on customer satisfaction respectively. The effect of point of sales was positive as hypothesised but not insignificants a result, the researcher concludes that e-banking services has a positive and significant effect on customer satisfaction. Unique contribution to theory, practice and policy: Based on the findings, it is recommended that commercial banks should increase the number of ATM dispensers at their bank branches, effectively implement mobile devices, internet and point of sales banking to enhance greater reliability, assurance, tangibles, empathy and responsiveness of ebanking services so as to maximize customer satisfaction.