EXAMINING THE RELATIONSHIP BETWEEN E-SERVICE QUALITY AND CUSTOMER SATISFACTION IN NIGERIAN BANKS

Abstract

The study examined the extent of relationship between e-service quality and customer satisfaction with deposit money banks in Nigeria. The study adopted a cross-sectional survey research design. The population size was drawn from the customers of quoted deposit money banks with international authorization in Nigeria. The sample size was 384. The instrument used is the questionnaire. The Spearman correlation was used to test the hypotheses formulated for the study. The findings revealed that; a significant relationship exist between customization and repurchase intention, customization and referral, customer support and repurchase intention, customer support and referral of deposits money bank. The implication of the study is that bank executives will use the findings from this study to make proper decisions. Also, the study will enable the service providers to have standardised service delivery strategies that will reduce costs, expand the delivery options and improve productivity as well as satisfaction for their customers. If the quality of e-service is improved in deposit money banks, customer satisfaction will improve. Also, online applications should be made easier for customers to make use of. This study is the first study that supplied empirical evidence on the extent of relationship between e-service quality and customer satisfaction in south-south Nigeria which portrayed the uniqueness of this study