THE EFFECT OF E-BANKING ON ORGANIZATION PRODUCTIVITY A CASE STUDY OF FIRST BANK PLC NIGERIA
Abstract
This study assesses the impact of e-banking on operational efficiency, customer satisfaction, financial performance, and implementation challenges at First Bank PLC in Nigeria. Data were collected from 120 respondents through structured questionnaires. The findings reveal that 75.0% of respondents agreed that e-banking has significantly reduced transaction times and streamlined internal processes. Additionally, 73.3% reported improved customer satisfaction due to enhanced userfriendliness and accessibility of e-banking services. Financially, 62.5% indicated that ebanking contributed to increased revenue and reduced costs. However, challenges such as technical difficulties, security concerns, and high implementation costs were noted, affecting 50.0% of respondents. The study highlights the overall positive impact of ebanking while emphasizing the need to address implementation barriers for optimal benefits.
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