Abstract - Journal of Finance and Marketing (2020) Volume 4, Issue 6

Electronic banking and customer satisfaction in IMO state -- a study of some commercial banks in IMO state

This study was carried out to examine the impact of electronic banking on customer satisfaction in some commercial banks in Imo State. The aim is to determine the relationship between electronic banking and customer satisfaction in some commercial banks in Imo State. The study used primary data, the instrument used in gathering the primary data was questionnaire. The statistical tool of analysis is the Pearson Product Moment Correlation Techniques. The result revealed that there is positive relationship between electronic banking and customer satisfaction in United Bank for Africa Plc, Access Bank Ltd and Keystone Bank Ltd. It also revealed that there is positive relationship between Automated Teller Machine and Mobile Banking and customer satisfaction in United Bank for Africa Plc, Access Bank Ltd and Keystone Bank Ltd. More so, the study shows that there is a negative relationship between Point of Sale and customer satisfaction in the three (3) banks. This implies that increase in charge levied on those electronic banking system will have a corresponding decrease in customer satisfaction, vice-versa. This study recommends the following; The maintenance of high level of electronic banking and customer satisfaction in Nigeria and beyond. It is advised that banks should improve continuously in the advance of Automated Teller Machine for speedy transaction when being used by customers Author(s): Ijeoma Chimaobi

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