THE IMPACT OF ELECTRONIC BANKING ON CUSTOMER SATISFACTION A CASE STUDY OF UBA BANK PLC, MAIDUGURI

ABSTRACT This study examined the impact of electronic banking on customer satisfaction in UBA Bank Plc, Maiduguri. The objectives were to determine the influence of electronic banking on customer satisfaction, identify the benefits customers derive from e-banking, and examine the challenges associated with its usage. A survey research design was adopted, and data were collected from 70 respondents through a structured questionnaire. Descriptive statistics, Pearson correlation, and regression analysis were used for data analysis. The findings revealed that electronic banking significantly enhances customer satisfaction by providing fast, convenient, and accessible services. Customers also benefit from reduced queues, 24-hour access, reduced transaction errors, and overall improved banking experience. However, challenges such as network failure, ATM downtime, delayed transaction reversal, and fear of cyber fraud were identified as major constraints. The study concludes that electronic banking is a major determinant of customer satisfaction in UBA Maiduguri but requires improved infrastructure and stronger security measures. It recommends investment in stable ICT infrastructure, improved cybersecurity, customer education, and enhanced regulatory monitoring to ensure efficient and reliable digital banking operations in Nigeria. Key words: Automated Teller Machine (ATM), Point of Sales (POS), Central Bank Of Nigeria (CBN), and United Bank for Africa (UBA).