EFFECT OF ELECTRONIC BANKING SERVICES ON CUSTOMERS' SATISFACTION IN COMMERCIAL BANKS IN ANAMBRA STATE

The study examined the effect of electronic banking services on customers’ satisfaction in commercial banks in Anambra State. Two research questions guided the study and two null hypotheses were tested at 0.05 level of significance. The study was a descriptive survey research design. The population of the study was unknown as such the sample size of the study was determined with the aid of Topman’s non-parametric sample size determination formula, applied when the population frame is unknown. A sample size of 368 respondents was used for the study. The instruments used for data collection was ‘Effect of Electronic Banking Services on Customers’ Satisfaction Questionnaire (EEBSCSQ). The instruments were subjected to face and content validation by three experts. The questionnaire was administered twice within an interval of two weeks and the same result was achieved. Two sets of responses were correlated with the use of Cronbach’s Alpha Reliability Coefficient and 0.77 was obtained. This was considered high enough to make the instrument reliable. Mean rating and paired sample t-test statistics was used for data analysis. The study revealed that mobile banking and point of sale services has a positive and significant effect on customers’ satisfaction in commercial banks in Anambra State. The study concluded that electronic banking services have a positive and significant effect on customers’ satisfaction in commercial banks in Anambra State. Based on the findings, the study recommended that banks should give high priority to customers’ service delivery and consider mobile banking as important key drivers towards successful implementation of customers’ service delivery. It is therefore important that banks constantly improve and upgrade their e-banking system’s security in order to reduce the security threat to the system.