IMPACT OF ELECRONIC BANKING SERVICES ON CUSTOMERS SATISFACTION (A CASE STUDY OF ECO BANK PLC KAURA NAMODA BRANCH)
Abstract
The research titled the Exploring the effect of mobile banking services on customer satisfaction in Access Bank Kaura Namoda, Nigeria as the case study. The objectives of the study evaluate the level of customer satisfaction with mobile banking services in Access bank Kaura Namoda and to identify the factors that will contribute to customer satisfaction with mobile banking. With the growing adoption of mobile banking, understanding its impact on customer satisfaction is crucial for banks to improve their services. The study uses Technology Acceptance Model (TAM) and to examine the relationship between mobile banking services and customer satisfaction. A survey of 15 employees of Access Bank Kaura Namoda was conducted, and sample size used is all the entire staff due to the nature of the population. Data was analyzed using descriptive statistics, chi-Square method was used to test hypothesis. The findings reveal a significant positive correlation between mobile banking services and customer satisfaction. The study identifies key factors influencing customer satisfaction, including perceived usefulness, ease of use, and demographic differences. The results provide valuable insights for Access Bank Kaura Namoda and the broader banking industry to enhance customer satisfaction through improved mobile banking services.
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