Effect of Electronic Banking on Customer Satisfaction in Nigerian Deposit Money Banks

Banking and Finance — 2025, Undergraduate

This study examined the effect of electronic banking on customer satisfaction in Nigerian deposit money banks. A descriptive survey design was adopted with questionnaires administered to bank customers using digital channels. Data were analysed using descriptive statistics and regression analysis. The findings revealed that reliability, speed, and convenience of electronic banking services significantly influenced customer satisfaction and loyalty, while transaction failures and network downtime reduced satisfaction. The study also found gaps in customer support for digital services. It recommends improved system uptime, responsive support, and security enhancements in electronic banking delivery.

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