The Effect Of Electronic Payment On Customer Service Delivery In Nigerian Banks

Abstract

This study investigated the effect of electronic payment on customer
service delivery, as brought about by problem of satisfying
customers need in Nigerian banks. To achieve this, four commercial
banks (United Bank for Africa, First bank, Zenith bank and
Intercontinental bank) in Nigeria were studied. The study design
is a survey, which focused on the population of the four selected
commercial banks in Nigeria. One hundred respondents were
stratified proportionately amongst customers of the selected banks
with the aid of questionnaire randomly administered. Chi-square
and regression analysis were employed in testing whether there is
significant relationship between the level of automation banking
services and improvement in delivery of services to their numerous
customers in Nigeria. The study concludes that electronic payment
has significant impact on the services render by the banking
industry in Nigeria thereby improves customer service delivery,
better management efficiency, increased profit, customer
satisfaction and sustainability in Nigeria.