An evaluation of electronic banking on customer service relations in Edo State
1 Department of Communication, University of Benin, Edo State, Nigeria.
2 Customer Service Department, Sterling Bank Nigeria Plc, Lagos, Nigeria.
Research Article
World Journal of Advanced Research and Reviews, 2024, 23(01), 1279–1304
Article DOI: 10.30574/wjarr.2024.23.1.2109
Publication history:
Received on 01 June 2024; revised on 15 July 2024; accepted on 17 July 2024
Abstract:
It is no longer news that technological advancement has revolutionized the way and manner in which organizations carry out their activities which has virtually affected all aspects of human endeavour. For contemporary business organizations like banks to actualize their set goals and objectives as well as profit maximization, it must embrace recent technological innovations in delivery of their services. However, application and usage of these modern technologies have not been free from certain challenges especially in sub–Saharan African countries. The introduction of ICTs has positively impacted the nature and processes in which commercial banks render their services to a seemingly increasing customer base and a fierce competitive financial market. Likewise improving their profitability as they gain more customers’ loyalty. This research examined electronic banking and its immeasurable benefits to customers. The study found that there is a significant relationship between electronic banking and customer service relations. Also, that electronic banking has been well accepted by many except for few who still have challenges coping with the fear of insecurities pertaining their accounts information. A total of 400 questionnaires and interviews were drawn from customers of both Guaranty Trust Bank Plc and Zenith Bank Plc and with the use of tables, percentage and chi-square were analysed to discover that despite the fear of insecurities constantly being faced as a challenge by customers, a higher population insists that their major problem with electronic banking is the problems of network issues usually encountered with the various electronic channels and if it can be addressed then the banking sector will continuously enjoy profit maximization and be able to retain its customers’ loyalty.
Keywords:
Electronic banking; Customer satisfaction; Information and Communication Technology; Service Delivery; Competitive Advantage
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Copyright © 2024 Author(s) retain the copyright of this article. This article is published under the terms of the Creative Commons Attribution Liscense 4.0