TABLE OF CONTENTS
| Title Page ……………………………………………………………………………. | i | |
| Approval Page …………………………………………………………………….. | ii | |
| Declaration ………………………………………………………………………… | iii | |
| Table of Contents ………………………………………………………………. | iv | |
| Abstract …………………………………………………………………………….. | vi | |
| CHAPTER ONE | ||
| Introduction | ||
| 1.1 | Background of the Study ……………………………………………………… | 1 |
| 1.2 | Statement of problem ………………………………………………………….. | 2 |
| 1.3 | Objective of the study ………………………………………………………….. | 2 |
| 1.4 | Hypothesis …………………………………………………………………………. | 2 |
| 1.5 | Significance of the study ………………………………………………………. | 3 |
| 1.6 | Scope of the study ………………………………………………………………. | 3 |
| 1.7 | Limitation of the study …………………………………………………………. | 4 |
| CHAPTER TWO | ||
| Literature Review | ||
| 2.1 | Introduction ………………………………………………………………………. | 5 |
| 2.2 | Evolution of Banking in Nigeria ……………………………………………… | 5 |
| 2.3 | E-Bank in Nigeria ……………………………………………………………….. | 7 |
| 2.4 | Electronic Banking ………………………………………………………………. | 8 |
| 2.5 | Service Marketing ………………………………………………………………… | 12 |
| 2.6 | Strategies of E-Banking ……………………………………………………….. | 12 |
| 2.7 | Concept of Service Quality …………………………………………………… | 13 |
| 2.8 | Customer Satisfaction………………………………………………………….. | 15 |
| 2.9 | Difference between E-Banking and Conventional Banking ………. | 15 |
| 2.10 | Methods of E-Banking ………………………………………………………..… | 17 |
| 2.11 | Summary ……………………………………………………………………………. | 19
|
| CHAPTER THREE | ||
| RESEARCH METHODOLOGY | ||
| 3.1 | Introduction ……………………………………………………………………….. | 21 |
| 3.2 | Research Design ………………………………………………………………… | 21 |
| 3.3 | Population of Study …………………………………………………………… | 21 |
| 3.4 | Sample of Study ………………………………………………………………… | 21 |
| 3.5 | Instrument of Data Collection ……………………………………………… | 21 |
| 3.6 | Description of the Study …………………………………………………….. | 21 |
| 3.7 | Method of data Collection ……………………………………………………. | 22 |
| 3.8 | Validation of Instrument …..………………………………………………… | 22 |
| 3.9 | Techniques for Analysis …..…………………………………………………. | 22 |
| CHAPTER FOUR ………………………………………………………………. | 24 | |
| DATA PRESENTATION, ANALYSIS AND INTERPRETATION | ||
| 4.2 | Analysis of Data …………………………………………………………………. | 23 |
| 4.1.1 | Opinions used in section A of the questionnaire …………………….. | 23 |
| 4.1.2 | Service delivery and expectation …………………………………………… | 24 |
| 4.1.3 | Reliability of E-banking ………………………………………………………… | 25 |
| 4.1.4 | Relationship that exist between banker and customer …………….. | 26 |
| 4.1.5 | Satisfaction of Services / products …………………………………………. | 27 |
| 4.1.6 | Options for Section B ………………………………………………………….. | 29 |
| 4.1.7 | Expectations of promised service …………………………………………. | 29 |
| 4.1.8 | Expected Service Quality and Effectiveness ………………………… | 29 |
| 4.1.9 | Expected Security of Transaction ………………………………………. | 30 |
| 4.1.10 | Expected Access to Materials …………………………………………….. | 31 |
| 4.2 | Hypothesis One ……..…………………………………………………………. | 31 |
| 4.3 | Hypothesis Two ………………………………..………………………………. | 33 |
| 4.4 | Research Findings …………………………………………………………….. | 35 |
| 4.5 | Discussion of Findings ………………………………………………………. | 35 |
| CHAPTER FIVE | ||
| SUMMARY, CONCLUSION, RECOMMENDATION | ||
| 5.1 | Summary …………………………………………………………………………… | 37 |
| 5.2 | Conclusion …………………………………………………………………………. | 37 |
| 5.3 | Recommendation ………………………………………………………………… | 38 |
| References ………………………………………………………………………….. | 39 |
ABSTRACT
This study view the various factors that affect the numerous services/products of the First bank NigPlc Jimeta-main branch. It focus on the acceptance of e-banking services and the behaviours of the customers towards e-banking services and the satisfaction gain by customers throughthe various services/ products delivery methods. Questionnaires and oral interviews were used as research instruments and 100 questionnaires were administered, 92 were collected. The method of data analysis used is the chi-square the research findings indicates inadequate information system and lack of facilities and poor educational background of customers affects the ability of the customers to perform their various transactions. Facilities are not adequately provided and clients are not being properly given awareness / educated on services and products by the bank. Recommendations are made for improvement of service quality by providing ATM services at the right location for customers with enough cash and security to achieve better and much higher positive effects and improvement to compensate for negative effects to satisfy the customers.
CHAPTER ONE
INTRODUCTION
1.1Background of the Study
There is a great change witness today as a result of technological evolution, this evolution has touched every aspect of people’s life, and the banks are not left out. They have adopted this new height of technology through the use of electronic banking (e-banking).
In Nigeria the evolution of electronic banking (e-banking) was pioneered by small, new generation banks which started with the use of automatic teller machine (ATM) and later included telephone banking, direct bill payment, electronic fund transfer and online banking. These services offered by e-banks are changing and being improved because of the intense competition between banks and government policies.
The use of electronic banking system by banks has made banks to introduce new services products to satisfy the needs and desires of their customers. Banks started having heavy competition which was not common in the 1980s and the early 1990s. E-banking has result to changes in the characteristics of customers as a result of difference in e-banking and traditional banking. These characteristics prompt people and organizations in the country to have changes in their banking activities.
This various characteristics that emerge are either negative or positive towards the satisfaction of the customer on the service/product delivered. This evolution of e-banking prompt the emergence of newer banking services which are completely different from the service obtained in the traditional banking service to satisfy the customer with desired service.
This study will focus on the customer satisfaction of e-banking service of the First bank Nig. Plc. which was established in 1894 and the oldest bank in the country, the Jimeta-Yola main Branch of the First bank NigPlc. will be used as a case study. First bank NigPlc. Jimeta –Yola adopted e-banking with ATM in the year 2002 and has later introduce more e-banking services such as telephone-banking, direct bill payment, electronic fund transfer and online banking.
Currently the bank does not allow the withdrawal of cash of less than N100, 000.00 on counter from its cashiers, within the banking hall. These is due to the up-grading of their ATM cards from the magnetic stripe to the Euro-visa-master card standard (verve card), as it is more fraud resistant, and reduce long queues among many other reasons.
1.2Statement of Problem
The satisfaction of the customer is the aim of the banker. In view of this, the banker has over the years used various approaches to stimulate the customer by providing quality service, and satisfying the needs of the customer. The e-banking system is adopted by banks to have a better and improve quality of their services delivery, how adequate is the quality of these services, are there infrastructures for such services/products and are such banks qualified to be called e-banks.
1.3Objectives of the Study
The main objective of this study is to examine the importance of e-banking on the satisfaction of the customers. Other specific objectives are as follows:
- Find out positive and negative factors that affect the Customers about e-banking services
- Find out how e-banking as a newest service of banking to traditional banking has influence satisfaction of the customer, and loyalty.
- Find out problems associated with facilities and strategies in providing e-banking.
1.4Hypothesis
In order to realize the objective of this study, focus would be on proofing the validity of the following hypothesis.
- Ho1:There is no significant deference between customer’s satisfaction and e-banking services.
- Ho2:There is no significant deference between customer’strust in e-banking and their intention to continue using e-banking.
1.5Significance of the Study
Electronic banking is critical in the transformation drive of banks in areassuch as products and services and how they are delivered to customers. Thus,it is seen as a valuable and powerful tool in the development, growth,promotion of innovation and enhancing competitiveness of banks. Given thesignificant role of electronic banking in the developmental drive of banks,information technology has been found to lead to improvement in businessefficiency and service quality and hence attract customers as well as retainthem.
Electronic banking contributes significantly to the distributionchannels of banks such as automated teller machine (ATM), Phone-banking.Tele-banking.PC-banking and now internet banking. In addition, transfer offunds, viewingand checking savings account balances, paying mortgages,paying bills and purchasing financial instruments and certificates of depositsprocesses have improved significantly as a result of internet banking. Thisimplies that, Electronic banking has resulted in efficiency in service deliveryin the banking sector because customers can transact business from one sideof the country to another and from both long and short distance.E-banking has made life much easier and banking much faster for butcustomer and banks. The significant of c-banking to government is providingeasy flow of financial transaction.
1.6Scope of the Study
The study focus on the satisfaction of e-banking service of customers of First bank NigPlc. Jimeta-Yola main Branch within Jimeta-Yola in Adamawa State.
1.7Limitation of the Study
The major limitation of this study is the small sample size and has only involved the customers of First Bank Plc.,Jimeta-Yola Main Branch excluding the staff of the bank. The study is conducted within the months, which does not allow adequate time for more information materials; the bank was not ready to release some information for this study in the interest of security and protection of client.
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