THE IMPACT OF INTERNET BANKING SERVICES QUALITY ON CUSTOMER’S SATISFACTION OF MONEY DEPOSIT BANKS IN BAUCHI STATE, NIGERIA

The study was on Banks Service Quality on Customers' Satisfaction, The Study was conducted using Money deposit banks in Bauchi State Nigeria. The objectives of the study were to find out the relationship between internet banking service quality and bank customer satisfaction, to find out the effect of Internet Banking Services Quality on Customer Satisfaction. The study adopted survey research design. The study population included only customers of money deposit banks in Bauchi State. A total 400 respondents participated in the study. All the respondents are customers. The study used both primary and secondary sources of data, primary data was collected using questionnaires and it was presented in tables. The relationship was measured using Chi-square. The relationship between internet banking service quality dimensions and customer satisfaction indicated a 136.760 which is positive relationship. However, the weak relationship was attributed to the insecurity of the services, time taken when making any transaction that is to say many of the users were illiterate with using computers and management does not always care about those needs and requirements of their customer. It's therefore concluded that the management of money deposit in Bauchi state should allocate resources on customer sensitization and education about all services that show a slow adoption by customers like Personal Computer, Mobile banking, electronic payment systems and direct deposits to increase on customer satisfaction and they had also to take care of factors which satisfy their customers.