EFFECT OF INTERNET BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION

Abstract

The main objective of the study is to find out the effect of Internet banking service quality on customer satisfaction. The problem is that most of the product and service offered by the internet banking technology does not meet customers need quality and internet banking service provided by the banks in Nigeria is usually unreliable with most customers are unaware of the content of the internet banking service offered by their bank. The survey questionnaire will be sent to experienced professionals, working in production department in various organization who have previously worked with, and have number of years of experience working with various internet banking service. The method of data analysis, available data would be presented using tables simply constructed. At 5% level of significance, it would determine by calculating regression coefficients for each of the proposed hypotheses and then calculating significance of each relationship. The study also verified that the respondents agreed that customer satisfaction plays important role in improving business organizational performances. In fact, the respondents strongly agreed that customer complaints are used as a method to initiate service improvements. Organizations should improve service quality and if possible set up a quality committee in place to take care of such processes. Companies are required to give customers confidence that their needs will be met and according to specifications are standard.