INTERNET BANKING SERVICES IN NIGERIA QUALITY ASSESSEMENT AND CUSTOMER SATISFACTION: A STUDY OF BANK CUSTOMERS IN PORT HAROURT

AUTHOR: OBI, BRIDGET NWANNE 

 DEPARTMENT: BANKING AND FINANCE

AFFILIATION: NNAMDI AZIKIWE UNIVERSITY, AWKA

The last few years have witnessed a phenomenal growth of internetbased banking services, both from pure internet businesses and from traditional companies that have developed internet services. One of the key problems of the Internet as a service delivery channel is how to manage effectively the quality of service which is of great importance to customer satisfaction. The purpose of this research was to identify the key service quality dimensions that affect customer satisfaction in the internet banking sector. Based on a detailed literature review, a conceptual framework was developed. Five service quality dimensions were selected to be tested in order to explore the importance of service quality criteria to satisfaction. A qualitative research approach was adopted to gain a better understanding of this issue. However, a survey was also conducted on 30 respondents to provide information to support the results obtained from the qualitative study. Data was also gathered from in-depth interviews using a semi-structured questionnaire. Data presentation and analyses were done in accordance with the research questions. Findings and conclusions were drawn by answering the research questions. Nine service quality dimensions in internet banking were identified in this study i.e. efficiency, reliability, responsiveness, fulfillment, privacy, communication, personalization, technology, update, and logistic/technical equipment. The nine dimensions were shown to have strong impact on customer satisfaction. Five major dimensions including efficiency, reliability, responsiveness, fulfillment and privacy were found to be core service quality dimensions in internet banking. Finally, technology update, communication/personalization and logistical/technical equipment are the new dimensions found in this study.

TO VIEW THE FULL CONTENT OF THIS DOCUMENT, PLEASE VISIT THE UNIZIK LIBRARY WEBSITE USING THIS LINK, http://naulibrary.org/dglibrary/admin/book_directory/Thesis/11061.pdf

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