Asenge Emmanuel Lubem, Agwa Terwase Richard, Tyonande Iorwuese
Abstract
There has been much prominence on the probable gains of having a cashless economy. This study examined the effect of cashes policy on customer satisfaction in the Nigerian banking industry. The study specifically examined the effect of Point of Sales Terminal (POS) on customer satisfaction in the Nigerian banking industry; effect of mobile banking on customer satisfaction in the Nigerian banking industry and effect of internet banking on customer satisfaction in the Nigerian banking industry. The study population includes 306 customers of five selected banks in Makurdi metropolis namely; First Bank of Nigeria Plc, United Bank for Africa Plc, Zenith Bank Plc, Guarantee Trust Bank Plc and Diamond Bank Plc. The sample was selected through convenience sampling technique. Questionnaire was used as the instrument of data collection. Hypotheses were tested using multiple regression with the aid of Statistical Package for Social Sciences (SPSS 21). Findings of the study revealed that mobile banking and internet banking have significant effect on customer satisfaction in the Nigerian banking industry. The study however, indicates that Point of Sales (POS) Terminal has no significant effect on customer satisfaction in Nigerian banking industry. The study concludes that cashless policy has reduced stress in banking operations hence positively affecting the customers. It recommends amongst others that government and management of banks in Nigeria should put in place measures to reduce cases associated internet banking and other cybercrimes.
Key Words: Banking Industry, Cashless Policy, Customer Satisfaction, Internet Banking, Mobile Banking
URL: https://www.ijcab.org/doi-201900288/ View Full Article
This is an open-access article published and distributed under the terms and conditions of the Creative Commons Attribution 4.0 International License, United States unless otherwise stated.
About the Authors:
- Asenge, Emmanuel Lubem– Department of Business Administration, Federal University of Agriculture, Makurdi, Nigeria
- Agwa, Terwase Richard– Department of Business Administration, Federal University of Agriculture, Makurdi, Nigeria
- Tyonande, Iorwuese– Department of Business Administration, Federal University of Agriculture, Makurdi, Nigeria