THE EFFECT OF ELECTRONIC BANKING ON CUSTOMER SATISFACTION.(A CASE STUDY OF UNITED BANK FOR AFRICA PLC,ANYIGBA BRANCH, KOGI STATE)
Abstract
The term〖^''〗lectronic banking"or"e-banking" covers both computer and telephone banking. It refers to the use of information and communication technology by banks to provide services and manage customer relationship more quickly and most satisfactorily (Charity-Commission,2023).
Burr (2019) describes it as an electronic connection between the bank and the Customer in order to prepare, manage and control financial transactions.Electronic Banking according to Al-Abed (2023) is an umbrella term for the process by which a customer may perform banking transactions electronically without visiting a brick and-mortar institution. Lustsik (2024) describes electronic banking as a variety of the following platforms: Internet banking,telephone banking, TV-based banking,mobile phone banking,and PC banking.
For the purpose of this research work, I would love to define electronic banking (e-banking) as the delivery of banking services and products through the use of electronic means irrespective of place, time and distance. Such products and services can include deposit-taking,lending,account management,the provision of financial advice, electronic bill payment, and the provision of other electronic payment products and services such as electronic money.
Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is also defined as "the number of customers, or percentage of total customers,whose reported experience witha firm, its products or its services (ratings)exceeds specified satisfaction goals (Farris, Paul W et.al.2020). And yet another definition of customer satisfaction is it refers to the extent to which customers are happy with
the products and/or services provided by a business. Further definition of customer satisfaction is it isa term generally used to measure a customer's perception of a company's products and/orservices. It's not a straight forward science however, as Customer satisfaction will vary from person to person,
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