Nigerian Journal of Banking and Financial Issues (NJBFI)

Perception Of Electronic Banking (E-Banking) Adoption On Banks’ Customers Satisfaction In Offa Metropolis

Abstract

Adoption of new technology by banking industry has improved customer service level and tied customers closer to the bank. With the help of technology, Nigerian banks have been able to reduce the waiting time of customers to some extent. This study therefore examines perception of E-banking on customers’ satisfaction in Offa metropolis. The study utilized cross-sectional research design. Purposive sampling technique was adopted as questionnaires were purposively administered to customers using E-banking platforms in Offa Metropolis. It was difficult for researchers to determine the actual number of banks’ customers that are using E-banking. Therefore, the population of this study is considered to be infinite. The study used Rose, Spinks and Canhoto (2015) formula for an infinite population to arrive at the sample size. Structural Equation Model (SmartPLS2software) was used as technique of data analysis. The result revealed that, both perceived usefulness of Ebanking and perceived ease of E-banking have significant impact on customer satisfaction. While perceived trust has insignificant impact on customer satisfaction. The study concluded that, perception of E-banking adoption have significant impact on the level of banks’ customers satisfaction in Offa metropolis. Various recommendations were proffered in line with the findings.