EFFECT OF ONLINE SHOPPING ON CUSTOMER REPATRONAGE IN ACCESS BANK, IDAH A CASE STUDY OF IDAH BRANCH.
Abstract
This study investigates the effect of online shopping on customer repatronage in Access Bank, Idah. In the digital age, online shopping has significantly influenced consumer behavior and financial transactions, particularly in banking services. The research explores how the growing trend of online purchases—facilitated by digital payment platforms, internet banking, and mobile applications—affects customers’ willingness to continue using Access Bank’s services. The study employs a descriptive survey design, using structured questionnaires administered to a sample of Access Bank customers in Idah. Data collected were analyzed using statistical tools to identify patterns and relationships between online shopping behavior and customer repatronage. Findings indicate that the convenience, speed, and security of online shopping transactions supported by Access Bank’s digital platforms enhance customer satisfaction and loyalty. However, issues such as transaction failures, delayed reversals, and cyber fraud can undermine repatronage. The study concludes that while online shopping is a significant driver of customer retention, continuous improvement in digital banking infrastructure, customer service, and fraud prevention mechanisms is crucial to sustain repatronage. The research recommends that Access Bank strengthen its online transaction support systems and educate customers on safe online shopping practices to foster trust and long-term engagement. The study contributes to the growing body of knowledge on digital consumer behavior and offers practical insights for improving banking service delivery in the era of e-commerce.
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