VIRTUAL BANKING IN NIGERIA AND CUSTOMER SATISFACTION (A CASE STUDY OF KUDA MICRO FINANCE BANK).

This study examined the relationship between virtual banking and customer satisfaction in Nigeria, using Kuda Microfinance Bank as a case study. The rapid growth of digital technology in the financial sector has transformed how banking services are delivered, making it essential to understand how virtual platforms affect customers’ experiences. The study aimed to determine how service accessibility, system efficiency and reliability, and user experience influence customer satisfaction with Kuda’s virtual banking services. A quantitative research design was employed, and data were collected through structured questionnaires administered to 340 respondents within Bauchi Metropolis. The data were analyzed using multiple regression analysis to test the stated hypotheses at a 5% level of significance. Findings revealed that service accessibility and system efficiency had significant positive effects on customer satisfaction, while user experience showed an insignificant effect. The study concluded that virtual banking significantly enhances customer satisfaction when services are reliable, accessible, and secure. However, technical challenges and user interface limitations remain areas of concern. The study recommends that Kuda Microfinance Bank should continuously improve its mobile application’s efficiency, reliability, and user-friendliness to sustain high levels of customer satisfaction. Keywords: Virtual Banking, Internet Banking And Automated Teller Machine.