Determinants of Digital Banking Convenience and Customer Satisfaction of Selected Deposit Money Banks in Nigeria (Published)
Citation:Kofoworola Sekinat Ogboye, Folorunso I, Akande and, Jerry Kwarbai (2022) Determinants of Digital Banking Convenience and Customer Satisfaction of Selected Deposit Money Banks in Nigeria, European Journal of Accounting, Auditing and Finance Research, Vol.10, No. 2, pp.1-30
The banking industry has enjoyed customer loyalty for over a decade with a high customer retention rate across board but the emergence of technology within the banking sector has aroused the interest of customer to switch from one bank to the other. Worst still, competitors from adjacent information technology driven industries and other financial organization are now flooding the market with innovative, creative and technology-driven idea which is a deviation from the conventional banking system and customers now are making decisions much faster and have access to a plethora of offers, leaving financial institutions struggling for customer loyalty. Therefore, the study examined the determinants of digital banking convenience and its effect on customers’ satisfaction in selected money deposit banks in Lagos State, Nigeria.The research designs adopted for this study was survey research design. The target population for this study was customers of the selected deposit money banks in Lagos State, Nigeria. The sample size for the study was 140 and simple random sampling technique was adopted for the study. The research instrument was questionnaire which was validated by the supervisor and the reliability was 0.731. The data for the study were analysed using simple regression analysis.The study showed that digital banking has significant effect on customers’ satisfaction in selected deposit money banks in Lagos State, Nigeria. The finding also revealed that speed of delivery has significant effect on customers’ satisfaction of deposit money banks in Lagos State, Nigeria with Adj R2 = 0. 173; F-Statistics (df = 4, 432) = 27.559 and p-value = 0.000. The study revealed that ease of use has significantly effect on customers’ satisfaction of customers in deposit money banks in Lagos state Nigeria with Adj R2 =0.340; F-Statistics (df = 4, 432).= 66.312 and p-value = 0.000.The study concluded that customers prefer digital banking services which would pave for sustainable development to the banking industry. It is however recommended the gains of this innovation should be consolidated through provision of more service points and user-friendly customer-oriented financial products.
Keywords: Accessibility, Education, age and attitude of customers, ease of use, privacy and security, speed of delivery
Determinants of Technological Innovation Adoption and Banking Operations of Selected Deposit Money Banks in Nigeria (Published)
Banks are one the most important financial institutions that contribute efficiently to the growth of any economy. The banking institutions have contributed significantly to the effectiveness of the entire financial system as they offer an efficient institutional mechanism through which resources can be mobilized and directed from less essential uses to more productive investment; yet, there have been challenges confronting deposit money banks in Nigeria in form of governance process control, risk management, compliance and consulting, financial reporting and fraud audit. Therefore, the study examined the determinants of technological innovation adoptions and their effects on banking operations of deposit money banks in Lagos, Nigeria.The research designs adopted for this study was survey research design. The target population used for this study was employees of the selected deposit money banks in Lagos State, Nigeria. The sample size for the study is 397 and simple random sampling technique was adopted for the study. The research instrument was questionnaire which was validated by the supervisor and the reliability was 0.843. The data for the study was analyzed using simple regression analysis.The study showed that technological innovations have significant effects on banking operations in selected deposit money banks in Lagos State, Nigeria. The finding also revealed that ease of use has significant effect on operational efficiency of deposit money banks in Lagos, Nigeria with Adj R2 = 0.698; F-Statistic (df = 4, 432) = 190.224 and p-value = 0.000. The study revealed that compatibility has significant effect on operational structure of deposit money banks in Lagos, Nigeria with Adj R2 = 0. 556; F-Statistics (df = 4, 432). = 499.656 and p-value = 0.000.The study concludes that investment in technology will bring an improvement in the operations of deposit money banks in Nigeria. It is however recommended that the government through CBN should provide adequate security measures towards the various e-banking products in Nigeria. This will aid in reducing the rate of fraud and forgery in the banking industry and encourage investors which in turn will increase the banks’ cash inflow cum use of available fund for granting of credit facilities.
Citation: Salami, Saheed Olawale, Akande, Folorunso I., and Alalade, Y.S.A (2022) Determinants of Technological Innovation Adoption and Banking Operations of Selected Deposit Money Banks in Nigeria, European Journal of Accounting, Auditing and Finance Research, Vol.10, No. 1, pp.25-54
Keywords: Compatibility, Customer relationship, Operational Efficiency, ease of use, operational structure.