Influence of E-Banking On Customer Services in Yobe State as Perceived by Bank Customer

Abstract The study was designed to determine the influence of e banking on customer services in Yobe state as perceived by bank customers. The specific purpose of the study were (1) to determine the extent commercial banks utilize e banking to influence customer services (2) the extent e banking influence the quality of customer service (3) the extent e banking influence customer patronage (4) the extent e banking influence customer satisfaction (5) the extent customer benefit from e banking system (6) the problems e banking faced in the provision of e banking in Yobe State. The descriptive survey method of research was used. The area of the study was Yobe State. The population of the study consisted 19084 of commercial bank customers and bank employees. The sample of study comprised of 2554 banks’ customers and employees. A questionnaire was used for data collection. Data were analyzed using mean, standard deviation and z-test. The following major findings were made: Nine (9) e banking products were used by commercial banks in Yobe State to influence customer service. Nine e banking services were used to influence the quality of customer service in the state. The researcher also found that e banking services influence customer patronage into the banking, although customers still need more enlighten on the e banking services and products available in the bank. The study equally revealed that commercial banks faced 10 (ten) problems in the provision of customer service in the state. These include incessant network breakdown, power failure, lack of skilled manpower in information technology, delay in attending to customers due to network breakdown among others. Based on the findings, recommendations were made on how best to improve the quality of customer services through electronic banking in Yobe State. These include among others, government should create a conducive environment for investors by providing better and optimal infrastructural facilities, such as electricity, good communication Network system and other social amenities, such education, health, housing and security.

TABLE OF CONTENTS

Title Page --------------------------------------------------------------------------- i

Approval Page --------------------------------------------------------------------- ii

Certification ------------------------------------------------------------------------ iii

Dedication ------------------------------------------------------------------------- iv

Acknowledgement ---------------------------------------------------------------- v

Table of Contents ----------------------------------------------------------------- vi

Abstract ----------------------------------------------------------------------------- ix

CHAPTER ONE: INTRODUCTION

Background of the Study --------------------------------------------------------- 1

Statement of the Problem -------------------------------------------------------- 4

Purpose of the Study ------------------------------------------------------------- 5

Significance of Study ------------------------------------------------------------ 6

Research Questions -------------------------------------------------------------- 7

Hypotheses-------------------------------------------------------------------------- 7

Delimitation of the study --------------------------------------------------------- 8

CHAPTER TWO: REVIEW OF RELATED LITERATURE

Conceptual and Theoretical Framework --------------------------------------- 9

Commercial Banks and Utilization of E-banking ----------------------------- 15

Electronic Banking and Customer Patronage --------------------------------- 28

Electronic Banking and Quality of Customer Services ---------------------- 30

Electronic Banking and Customers’ Satisfaction ---------------------------- 32

Benefits of Electronic Banking to Customers --------------------------------- 35

Problems Encountered by Commercial Banks in Providing

E-banking Services to the Customers ------------------------------------------ 37

Review of Related Empirical Studies ------------------------------------------ 41

Summary of Related Literature -------------------------------------------------- 44

ix

CHAPTER THREE: METHODOLOGY

Design of the Study --------------------------------------------------------------- 46

Area of the Study --------------------------------------------------------------- 46

Population for the Study ---------------------------------------------------------- 47

Sample------------------------------------------------------------------------------- 48

Sampling Techniques-------------------------------------------------------------- 49

Description of the Instrument used ---------------------------------------------- 49

Validation of Instrument ---------------------------------------------------------- 51

Reliability of Instrument --------------------------------------------------------- 51

Questionnaire Administration and Retrieval ---------------------------------- 51

Method of Data Analysis --------------------------------------------------------- 52

CHAPTER FOUR: PRESENTATION AND ANALYSIS OF DATA

Findings of the Study ------------------------------------------------------------- 74

Discussion of the Findings ------------------------------------------------------- 78

Hypotheses ------------------------------------------------------------------------- 81

CHAPTER FIVE: SUMMARY, CONCLUSIONS AND

 RECOMMENDATIONS

Re-Statement of Problem --------------------------------------------------------- 83

Description of Procedures Used ------------------------------------------------- 84

Summary of Findings ------------------------------------------------------------- 85

Conclusions ------------------------------------------------------------------------ 86

Implications of the Study --------------------------------------------------------- 86

Recommendations ----------------------------------------------------------------- 87

Suggestion for Further Studies -------------------------------------------------- 88