Final Year
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A project submitted to the Department of Banking and Finance

Effect of Electronic Banking on Customer Satisfaction in Nigerian Commercial Banks

By

Chiamaka Eze

U/2013/ABC/0189

In partial fulfilment of the requirements for the award of a Bachelor's degree

Supervisor:

2023

Abstract

Examines the effect of e-banking channels (USSD, mobile app, internet banking, ATM) on customer satisfaction in selected Nigerian commercial banks, with attention to recent CBN cash-policy changes. The study is organised into five chapters covering the introduction, review of related literature, research methodology, data presentation and analysis, and the summary, conclusion and recommendations.

Table of Contents

Chapter One: Introduction

  1. 1.1 Background to the Study4
  2. 1.2 Statement of the Problem6
  3. 1.3 Aim and Objectives of the Study8
  4. 1.4 Research Questions10
  5. 1.5 Research Hypotheses12
  6. 1.6 Scope of the Study14
  7. 1.7 Limitations of the Study16
  8. 1.8 Operational Definition of Terms18

Chapter Two: Literature Review

  1. 2.1 Conceptual Review16
  2. 2.2 Theoretical Framework18
  3. 2.3 Empirical Review of Related Studies20
  4. 2.4 Gap in Literature22
  5. 2.5 Summary of Literature Review24

Chapter Three: Research Methodology

  1. 3.1 Research Design28
  2. 3.2 Area of the Study30
  3. 3.3 Population of the Study32
  4. 3.4 Sample and Sampling Technique34
  5. 3.5 Instrument for Data Collection36
  6. 3.6 Validity and Reliability of the Instrument38
  7. 3.7 Method of Data Collection40
  8. 3.8 Method of Data Analysis42

Chapter Four: Data Presentation and Analysis

  1. 4.1 Data Presentation40
  2. 4.2 Test of Hypotheses42
  3. 4.3 Discussion of Findings44

Chapter Five: Summary, Conclusion and Recommendations

  1. 5.1 Summary of Findings52
  2. 5.2 Conclusion54
  3. 5.3 Recommendations56
  4. 5.4 Suggestions for Further Studies58

References

Appendices

Final YearPreview only

Chapter One: Introduction

1.1 Background to the Study

Examines the effect of e-banking channels (USSD, mobile app, internet banking, ATM) on customer satisfaction in selected Nigerian commercial banks, with attention to recent CBN cash-policy changes.

1.2 Statement of the Problem

Survey study on how e-banking channels affect customer satisfaction in Nigerian banks. Existing approaches remain limited in reach, accuracy and ease of use, which creates the gap this study addresses.

1.3 Aim and Objectives

The aim of this study is to effect of electronic banking on customer satisfaction in nigerian commercial banks. The specific objectives are to:

  1. review existing literature and systems related to the study;
  2. collect and analyse data using Survey (quantitative);
  3. evaluate the results against the stated problem;
  4. make recommendations for practice and further research.

1.4 Scope of the Study

Introduction: background to electronic banking and customer satisfaction, statement of the problem (frequent failed transactions on USSD and apps damage trust in Nigerian banks), aim and objectives, research questions, scope, significance of the study, and definition of terms.

Chapter Two: Literature Review

Literature Review: theoretical framework, review of related works on electronic banking and customer satisfaction, gaps in existing studies, and a summary positioning this project. Literature Review: theoretical framework, review of related works on electronic banking and customer satisfaction, gaps in existing studies, and a summary positioning this project.

Chapters 2–5 are not part of this preview.