THE EFFECT OF INTERNET BANKING ON CUSTOMERS SATISFACTION. CASE STUDY: NFC BANK BUEA BRANCH

ABSTRACT

The main objective of this study is to determine how internet banking influence customer satisfaction, in this study customer satisfaction is a dependent variable including the dimensions of service quality such as customer expectation, reliability, assurance, customer loyalty, risk, trust and security in another hand the independent variable is internet banking including ATM, web banking, mobile banking and POS machine. A quantitative investigation was adopted by the researcher and primary data were collected in Buea using the survey method and focus on the questionnaire and interview to get the specific data in the range of areas, this study was conducted and data used from customers’ of NFC bank Buea Branch.  Also 200 questionnaires were randomly distributed and 191 were returned by customers and it means that only 9 of them non-return and the customers from those banks where provided with internet banking service, however, the data were analyzed by the SPSS software version 23 and researcher used different statistical technique such as reliability test, Cronbach’s alpha, correlation and regression, based on the results internet banking has a positive and significant correlation with customer satisfaction. Therefore, the internet banking has a positive impact on customer satisfaction significantly. The data has in a high level of reliability and according to the recommendations the banks should adopt and follow the internet banking service and decrease the cost and fees on services the government should help and make a facility to foreign banks to invest inside the country and provide a developer service.

Keywords: Internet Banking, Customer Satisfaction, ATM, Mobile

CHAPTER ONE

INTRODUCTION 

1.0 INTRODUCTION

Chapter one presents the background information of the study, statement of the problem, research objectives and research questions. It further highlights the significance of the study, clarifies the scope of the study as well as organization of the study.

1.1 BACKGROUND TO THE STUDY

Technology is making a tremendous impact upon banks in general and the financial services sector is no exception. The application of information and communication technology concepts, techniques, policies and implementation strategies to banking services has become a subject of fundamentals importance and concerns to all banks and indeed a prerequisite for local and global competitiveness in banking industry. As a result of this technological improvement business environment in financial sector is extremely dynamic and experience rapid changes and demands banks to serve their customer through the use of internet

The 21st Century, shaped by the technological revolution, is the age of globalization. The Internet massively impacts all aspects of business. In the 21st century, electronic business is no longer an option for businesses; it is a necessity (George, 2017). Recently, electronic banking has been adopted in various commercial activities (Mambi, 2018), advancing services such as sell and purchase of items through the use of internet systems. Despite the risks associated with this technology, market economy, and the need to make the world a one village has necessitated commercial and financial institutions to adopt electronic banking to link banking activities or affairs more easily than it was in the past (Ballali, 2018). This is to say with electronic banking it is even easier for a holding bank to control its subsidiary bank allocated at a distant as a result of technological advancement (Ballali, 2018).

The enormous increase of the internet is changing the way businesses interact with consumers as most businesses are now conducted using the internet. It is this introduction of e-commerce as a means of payment that has urged banks to take a leap from the traditional banking services, offering a service strongly through the medium of internet, which has come to be known as internet banking or e-banking. This has given banks the chances to inspire clients which urge them to continue banking with them.

Today, it is hard to see a bank in the nation that does not offer one type of electronic banking service or the other, even banks in the most remote parts of the country. Developed and developing areas of the world are now using internet banking services as a competitive strategy (Cheruiyot, 2013). The competitiveness in the banking industries have called for the need to improving on board the electronic platform into industries around the world. Banks chose to implement, investigate, analyze and endeavor to present internet banking service to decrease holding up time, lapses, costs, and enhance customer service support. Their internet banking services permit clients to access and inquire about their own particular accounts and perform basic transactions by means of the internet from their PCs and smart phones at their workplace and home whenever the timing is ideal time.

1.2 PROBLEM STATEMENT

Today’s bank customers seek more than price bargains. They want useful and dependable and reliable technologies. Many banks in Cameroon have exponentially embraced the use of information and communication technologies in their service provision causing a huge competition in the banking industries In response, many financial institutions are directing their strategies towards increasing customer satisfaction and loyalty through improved service quality as it gives competitive advantage for banks by reducing operational cost and providing best satisfaction of customer needs. It is normal that banks that don’t offer electronic banking services may lose their clients to their competitors (Kwarteng, 2015). They are providing internet banking to their customers to increase customers‟ satisfaction in banking service (Shittu, 2010).

Customers in Cameroon are late adopters of the Internet and its applications with regards to internet banking. However, issues like machine out of order, lack of sufficient alternative system which substitutes ATM service when temporary problem happen in the machine, and innovation, resistance to changes in technology among customers and service providers as result of fear of risk creates doubts in the minds of customers thereby affecting their level of satisfaction. Because of these existing problems, this study intends to fill in the gaps by examining the effects of e-banking on customers‟ satisfactions in the major banks of Tanzania.

Providing good service quality is a good issue for all business especially for banking industry. Customer satisfaction may determine the success or failure of a business. In order to be competitive in the marketplace banks need to satisfy their customer. Best service quality provided would ensure a high market share and substantial return. It is important for banks to provide electronic banking services to uncover what attributes consumers utilized in their assessment of overall service quality and satisfaction and which attributes are more important (Yang and Fang 2004) Therefore the banks need to understand the attributes that customer use to judge service quality and enhance service quality.

1.2.1 RESEARCH QUESTIONS

• What are the dimensions of Electronic Banking services?

• What are the factors influencing customers satisfaction of Electronic Banking services?

• What is the relationship between Electronic Banking services and customer satisfaction?

1.3 OBJECTIVES OF THE STUDY

The study was guided by the following general and specific objectives.

1.3.1 General Research Objective

The general objective of this study is to analyze the effects of electronic banking on Customers’ satisfaction.

1.3.2 Specific Research Objectives

• To determine the dimensions of Electronic Banking services.
• To examine the factors influencing customer satisfaction of electronic banking services.
• To establish the relationship between electronic banking services and customers satisfaction.

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