Digital Banking Channels' Usage and Customer Satisfaction Relationships: Evidence from Zenith Bank Plc Enugu

AbstractThe motivation for this research is customers’ seemingly consistentusage of digital bankingchannelsto perform transactions in Nigeria. Hence,this study focused on the relationshipbetweendigital banking platforms and customer satisfaction inZenithBank Plc in Enugumetropolis. Specifically, the study sought to determine the relationship between automatedteller machines(ATM) bankingand customer satisfaction in Zenith Bank, to ascertain therelationship between internet banking and customer satisfaction in Zenith Bank, and toexamine the relationship between mobile banking and customer satisfaction in Zenith Bank.The target population consists of customers who perform banking transaction via thesedigital platforms in Enugu. The population is non-finite so,Cochran’s formula was used todetermine the sample size of 384. Further, the convenience sampling technique was used inselecting the respondents and the survey research design was adopted. Inconducting thevalidity of the instrument,the study’s questionnaire was vetted and some statements wererephrased by two Marketing, and Banking and Finance professors. Moreover, 30 copies ofthe questionnaire were used in conducting a pilot survey where Cronbach’s Alpha testresultfor reliabilityof0.874 was obtained. Moreover, 384 copies of structured questionnaires wereself-administered to the respondents and 300 copies were returned and used for dataanalysis. The Pearson Product Moment Correlation Coefficient was used and findingsrevealed that each of the digital banking channelshas a significant and positive relationshipwith customer satisfaction in Zenith Bank Plc. Thus, the bank management should designmore user-friendly platforms to guarantee satisfaction.