CHAPTER ONE
INTRODUCTION
BACKGROUND OF THE STUDY
According to Timothy (2012), banking was a simple industry three or four decades ago; people saved their money with banks and received financial services from them. Customers who open a savings account receive a passbook from the bank with which to administer the account, and customers who open a current account receive cheque books for the same purpose.
Akingbola, Akingbola, Akingbola, Aking (2006) The banking industry has now transitioned to a new era of banking applications, which are menu-driven, ultra-robust specialized software programs. These programs can perform almost all banking functions by collecting, storing, transferring, and processing data. These programs can perform almost all banking functions by collecting, storing, transferring, and processing data. The use of electronic banking products/services in banking operations has become a topic of critical relevance and concern for all Nigerian banks, as well as a requirement for local and worldwide competitiveness (Ikechukwu, 2000). The recent consolidation exercise in the Nigerian banking sector has drew the attention of many banks to the use of various technological devices in promoting/achieving better customer service delivery, which ensures customer satisfaction, resulting in increased profitability and higher return on investment. “Client happiness has the potential to increase an organization’s customer base, increase the use of more volatile customer mix, and increase the firm’s reputation,” Timothy (2012) remarked. As a result, gaining a competitive edge is ensured by intelligently identifying and meeting consumer needs better and faster than competitors, as well as maintaining customer happiness through superior products/services. As a result, technology is critical in providing clients with speedier and more efficient services. Technology purchases should be based on actual needs and a track record of delivering customer-friendly solutions. However, as a result of globalization, Nigerian banks would have little choice but to implement electronic banking services in order to improve effective service delivery that leads to customer satisfaction if they are to stay competitive, much alone profitable (Madueme, 2009). Electronic banking, on the other hand, is the brainchild of Information and Communication Technology (ICT), which has enabled service providers and their consumers in developing countries to enjoy services that are comparable to those found in industrialized nations. Electronic banking services have given banks the opportunity to wow their consumers, encouraging them to return. It would be difficult today.
STATEMENT OF THE PROBLEM
Banks implemented e-banking to improve service delivery, decongest banking hall lines, allow clients to withdraw cash 24 hours a day, aid international payment and remittance, track personal banking transactions, obtain an online statement, and even move deposit to a third party account. Despite banks’ efforts to ensure that customers benefit from e-banking, customers have complained about malfunctioning ATMs, network downtime, online theft and fraud, non-availability of financial services, payment of hidden costs of electronic banking such as Short Message Services (SMS) for alerts, mandatory acquisition of ATM cards, and non-acceptability of Nigerian cards for international transactions (Madueme, 2010).
OBJECTIVES OF THE STUDY
The study’s goal is to see how e-banking affects consumer satisfaction. The specific goal of this research is to:
1. Recognize the different methods of electronic banking.
2. Determine how it affects customer service and the customer.
3. Determine the cause of customers’ repeated concerns about e-banking in Nigeria.
4. Identify the obstacles to a successful electronic banking system implementation in Nigeria;
5. Propose solutions to the identified electronic banking challenges in Nigeria.
RELEVANT RESEARCH QUESTIONS
The following research questions are critical in seeking to establish a link between electronic systems and banking:
1. What types of electronic banking services are there?
2. What are the obstacles to a successful electronic banking system adoption in Nigeria?
3. How does electronic banking affect customer service delivery?
4. What are some feasible solutions to Nigeria’s e-banking problems?
5. How happy are customers with electronic banking services?
Who are the bank’s customers?
STATEMENT OF HYPOTHESIS
The First Hypothesis:
HO: Electronic banking does not have a substantial impact on consumer satisfaction.
HI: Electronic banking and customer happiness are linked in a significant way.
Hypothesis number two:
HO: In Nigeria, electronic banking does not improve bank efficiency.
HI: Electronic banking does boost the efficiency of banks in Nigeria.
As a result, the research will be focused on the banking business to help us understand the issues that the banking industry faces in providing e-banking services to its consumers.
SCOPE OF THE STUDY
The implications of electronic banking on customer satisfaction in Nigeria, as well as the various types of electronic systems utilized by banks, are the focus of this study. As a case study, the researcher would choose Diamond Bank Plc, Jos, Plateau State, which is a prominent leading commercial bank in Nigeria that provides a wide range of electronic services similar to those provided by other commercial banks.
We will have samples from clients who hold Diamond Bank Plc accounts. The samples will be evaluated using a basic random sampling mechanism. Interviews, questionnaire administration, and direct observation of e-banking service to customer service delivery are all examples of data collection methods.
LIMITATION OF THE RESEARCH
The homogeneity of the sample subjects is one of the study’s shortcomings. For example, the study’s sample participants (Diamond Bank Plc clients) have a number of characteristics that could lead to systematic biases in their impressions of electronic banking. Second, any random sampling of respondents from a homogeneous population is certain to create bias in sampling techniques, resulting in response biases. Third, non-response bias is nearly always a possibility in questionnaire surveys as a result of (a) non-return of certain questionnaires, (b) incomplete or non-usable responses, and (c) late responders (Herbert and Wallace, 1996). Fifth, the study’s contextual confinement to a relatively homogeneous cultural location – Diamond Bank Plc, Jos – may offer a challenge with generalization. Future research, even in other geographic situations, may be required to confirm or dispute the conclusions of this study. Regardless, this research presents a preliminary comparative comparison of academics’ perspectives on the impact of electronic banking on consumer satisfaction in Nigeria. The time and cost of doing research, as well as the constraints of administering questionnaires, were additional limiting concerns.
SIGNIFICANCE OF THE STUDY
The findings of this study will be extremely beneficial to:
1. Diamond Bank Plc’s management, as it will aid in the identification of the majority of the bank’s difficulties as well as client complaints.
The highlighted difficulties will subsequently be addressed with solutions. This will go a long way toward assisting the bank in achieving its stated goals of “unparalleled client service,” as well as increasing shareholder wealth in the long run.
2. Bank executives, as well as bank and other financial institution policymakers, should be aware of the electronic banking system as a product of electronic commerce in order to make strategic decisions.
3. This research will assist the community and society as a whole.
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