Tag Archives: Internet Banking

Cashless Policy and the Performance of Deposit Money Banks in Nigeria (Published)

The main objective of the study is to investigate the effect of cashless policy on the performance of deposit money banks in Nigeria (2009-2018). The specific objectives are to: Investigate the effect of automated teller machine, examine the effect of point of sale, assess the effect of mobile banking, and to examine the effect of internet banking respectively on the performance of deposit money banks in Nigeria. We employed Econometric techniques involving Descriptive Statistics, Augmented Dicker Fuller and Philip Perron Tests for Unit Roots and the Autoregressive Distributed Lags (ARDL) for cointegration and coefficient analysis. The result of the study indicates that Automated Teller Machine (ATM) and Internet Banking each has a positive and significant effect on return on equity (ROE). Point of Sale (POS) has a positive but insignificant effect on return on equity, while Mobile Banking (MB has a negative and statistically significant effect on ROE, The study thus concludes that cashless policy has positively affected the performance of money deposit banks in Nigeria. The study recommends that government should provide uninterrupted power supply and adequate communication link while shortfalls should be covered by banks through back-up arrangement to power standby generator in case of power outage.

Keywords: Automated Teller Machine, Internet Banking, Nigeria, economic growth, mobile banking, point of sale

Internet Banking Service Quality and Customer Retention in Deposit Money Banks in Rivers State- Nigeria (Published)

This study investigates the relationship between Internet Banking Service Quality and Customer Retention in Deposit Money Banks in Rivers State. The objectives of the study were to investigate the influence of internet service efficiency and website design on Customer Retention. The study adopted the quasi-experimental research design which employed the cross sectional survey design. The choice of this survey approach is because it will scientifically look at the situation on ground and will empirically analyze it to get result that can be attributable to the accessible population. Based on the research questions, a research questionnaire was designed and one hundred and ninety (190) copies were distributed to the customers of the banks who constituted the populationof study, the researcher purposively administered ten (10) copies each to customers of the nineteen (19) deposit money banks in Rivers State. A total of one hundred & sixty-nine (169) copies of the distributed questionnaire were retrieved. These copies were analyzed and the hypotheses were tested using the Kendal’s Correlation Coefficient with the aid of SPSS Version 23.0. The result revealed that; there is a significant relationship between internet banking service efficiency and referral, internet banking service efficiency and resistance to competitive pressure, Internet banking website design and referral, Internet banking website design and resistance to competitive pressure. The result also revealed that customer technology adoption positively influences the relationship between internet banking service quality and customer retention in deposit money banks in Rivers State. The study concluded that consumer orientation should be applied whenever; banks are adopting new techniques that will service the need of their customers for better satisfaction. The study recommends that Banks should invest more on technologies that will ensure efficiency in serving customer and overall satisfactions of the customers. Customer satisfaction should be kept in mind as banks upgrade existing systems or while buying new systems altogether.

Keywords: Customer Satisfaction, Customer retention, Internet Banking

Customer Self Service Technology and Customer Patronage of Deposit Money Banks in Rivers State (Published)

This study investigates the relationship between Customer Self Service Technology and Customer Patronage of Deposit Money Banks in Rivers State. The objectives of the study were to investigate the influence of Customer Self Service Technology on Customer Patronage. The study adopted the survey research design. The choice of this survey approach is because it will scientifically look at the situation on ground and will empirically analyze it to get result that can be attributable to the accessible population. Based on the research questions, a research questionnaire was designed and four hundred and seventy five (475) copies were distributed to the sample population which was determined by convenient sampling techniques. After data cleaning, a total of three hundred & twenty one (321) copies of the distributed questionnaire were retrieved. These copies were analyzed and the hypotheses were tested using the Spearman Rank Correlation Coefficient with the aid of SPSS Version 21.0. The result revealed that there is a significant relationship between Automated Teller Machine and repeat purchase, Automated Teller Machine and referral, Internet banking and repeat purchase, Internet banking and referral. The result also revealed that customer technology adoption positively influences the relationship between customer self-service technology and customer patronage in deposit money banks in Rivers State. The study concluded that consumer orientation should be applied whenever banks are adopting new techniques that will service the need of their customers for better satisfaction. The study recommends that Banks should invest more on technologies that will ensure efficiency in serving customer and overall satisfactions of the customers. Customer satisfaction should be kept in mind as banks upgrade existing systems or while buying new systems altogether

Keywords: Customer Satisfaction, Customer patronage, Internet Banking, customer self-service technology

Assessment of Automated Teller Machines (ATM) At United Bank for Africa (UBA) Osun State, Nigeria (Published)

The study explores the use of automated teller machines (ATM), service at United Bank for Africa Osogbo branch. To carry out the research, survey (ex – post – facto) research design was adopted. The target population for the study comprises all commercial banks in Osun state Nigeria but because of time and cost implications, two hundred (200) customers were randomly selected to constitute the sample population for this study. An instrument tagged” Assessment of Automated Teller Machines” was used to collect the data for the study. The instrument is self – constructed by the Researchers. The data collected were subjected to statistical scrutiny such as Mean, Mode, median, Frequency count, percentage spread and standard deviation. The main statistical method used to analyze the data and answer research question is Chi – square statistics. The finding reveals that majority of the subscribers of the ATM prefer it to counter services. On the basis of this finding it was concluded that frequent breakdown, irregular network service, problem of accessibility and limited withdrawal for a day are the main factors contributing to underutilization of ATM services at the bank. It is therefore recommended an improvement in service connected to the use of the facility. Management of the bank was advised to make all ATM transaction and subscription free; fine – tuned master cards are to be in online shopping and all sales outlet across the country at all branches in Nigeria.

Keywords: ATM, Commercial Bank, Internet Banking, Master card, Phone Banking., UBA