EFFECT OF CASHLESS POLICY ON CUSTOMER SATISFACTION

This study examined the effect of a cashless policy on customer satisfaction in Bida Local Government area of Niger State, Nigeria. The study adopts a survey research design, utilising a structured questionnaire based on a five-point Likert Scale to 124 respondents (selected from the agricultural, retail and service sector) to evaluate the effect of electronic banking tools (Point of Sale (POS) terminals, mobile banking, and Internet banking) on customer satisfaction. The study uses multiple regression and the findings revealed that POS and mobile banking significantly enhance customer satisfaction. In contrast, Internet banking had an insignificant effect due to infrastructure and security challenges. The findings underscore the importance of cashless systems in fostering convenience and reducing risks associated with cash handling. The study recommends that raising awareness, improving internet security frameworks, and addressing infrastructure gaps to maximize the benefits of cashless policy implementation.