EFFECT OF ELECTRONIC BANKING ON CUSTOMER SATISFACTION (A CASE STUDY OF UNITY BANK PLC. MAIDUGURI BRANCH).

This research examines the Effect of Electronic Banking and Customer Satisfaction, a case study of Unity Bank Plc. Maiduguri Borno State. The researcher adopted descriptive survey design. The population of the study is 60 using simple random sampling technique. The researcher used both primary and secondary sources of data. In view of this, three research questions were formulated to generate expected answers. Literal works were reviewed for proper understanding and guidance. Questionnaires, personal interview and observation were used for collection of primary data. Secondary sources of data were collected from textbooks, periodicals, articles and journals. Tables and simple percentage were used for data presentation and analysis. The study also used simple percentage frequency count to analyze the data collected. Based on the findings of the study, the researchers conclude that there is efficiency and effectiveness of electronic banking (e-banking) as it relate to the operation and services of the Unity Bank Pic: the Unity Bank Plc. Maiduguri Branch has fully employed the application of the electronic banking system and the problems militating against the electronic banking system are internet security issues, technical issues, cyber fraud etc. Low level of awareness about the E-banking and illiteracy. Based on the findings of the study, the researcher recommend that the bank should keep on training and retraining its staff for effective and efficient services to customers.