Download complete project materials on The Impact Of Online Banking On Customers Satisfaction In Nigeria from chapter one to five
ABSTRACT
PASS 2024 UTME WITHOUT STRESS:- 👉 DOWNLOAD and PRACTICE with 2023 UTME CBT APP 📱👈
CLICK to DOWNLOAD NOW.:- 👉 PASS Your POST UTME by Downloading Your School's Post UTME Past Questions and Answers 📱👈
This research work examine at the impact of online banking on customer satisfaction in fidelity bank Ali Akilu Road Kaduna. It further looks at how banking operation are been done. Some decades ago before the advent of electronic / online banking which aid easy banking activities.
Data for the research work was gather from the secondary and primary sources and data was analysis by using principal components analysis (PCA) and also principal compound analysis other are reliability and validity e.t.c. in the final chapter, recommendation was made to banks to take advantage of online banking to the fullest and conclusion was also included in the chapter
TABLE OF CONTENT
Title Page
Declaration
Approval Page
Dedication
Acknowledgement
Abstract
Table of Content
CHAPTER ONE
INTRODUCTION
1.1 Statement of Problem
1.2 Aim and Objectives of the Study
1.3 Relevant Research Questions
1.4 Relevant Research Hypothesis
1.5 Significant of the Study
1.6 Scope of the Study
1.7 Limitations of the Study
1.8 Definition of Key Terms
CHAPTER TWO
LITERATURE REVIEW
2.0 Theoretical Review
2.1 Empirical Review
2.2 Overview of Online Banking
2.3 Challenges and Insecurity of Internet Banking
2.4 Prospect of Online Banking as it Relates to Banking in Nigeria.
2.5 Fidelity Bank of Nigeria Limited- Company Overview
2.6 Historical Background of Fidelity Bank Limited
2.7 Branch Network
2.8 Corporate Social Responsibility
CHAPTER THREE
3.0 Introduction
3.1 Research Approach
3.2 Population of the study
3.3 Sample of the study
3.4 Data collection
3.5 Data analysis
3.5.1 Principal Component Analysis
3.6 Reliability and Validity
3.6.1 Reliability
3.6.2 Validity
3.7 Ethical considerations of the Study
CHAPTER FOUR
DATA INTERPRETATION AND ANALYSIS
4.0 Introduction
4.1 Pilot Study
4.2 The Data From the Field
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATIONS
5.0 Summary
5.2 Conclusion
5.3 Recommendations
References
CHAPTER ONE
INTRODUCTION
Background to the Study Timothy (2012) posits that three or four decades ago, banking was a simple business; consumers saved their money with and received their financial services from banks. When customers open savings account, they received passbook from the bank with which the account would be operated; and when it is a current accounts, they received cheque books for the same purpose. Today, the banking industry has moved into an era of menu-driven ultra-robust specialized software programmes called banking applications.
These applications can carry out virtually all banking functions relying heavily on information collection, storage, transfer and processing The application of electronic banking products/services to banking operations has become a subject of fundamental importance and concerns to all banks operating within Nigeria and indeed a condition for local and global competiveness (Ezeoha, 2006; Ikechukwu, 2000).
The recent consolidation exercise in Nigerian banking sector has drawn the attention of many banks to application of various technological devices in promoting/achieving better customer service delivery that guaranteed customer satisfaction that translates into increase profitability and higher return on investment.
Timothy (2012), customer’s satisfaction holds the potential for increasing an organization’s customer base, increase the use of more volatile customer mix and increase the firm’s reputation. Consequently, obtaining competitive advantage is secured through intelligent identification and satisfaction of customer’s needs better and sooner than competitors and sustenance of customer’s satisfaction through better products/services.
Technology is then essential in providing faster and more efficient services to customers. Technology acquisition must be based on actual needs and the proven ability to deliver customer – friendly solutions. But with globalization, Nigerian banks have no choice but to adopt electronic banking services to enhance effective service delivery that transcends to customer satisfaction, if they really want to stay in the business race, let alone be profitable (Madueme, 2009).
But it should be realized that electronic banking services is a brain child of Information and Communication Technology (ICT) that made it possible for service providers and their customers in developing economies to enjoy a good semblance of the services enjoyed in the developed societies. Electronic banking services have afforded banks the opportunities to impress customers which encourage them to keep coming back.
1.1 STATEMENT OF PROBLEM
Online banking was adopted by banks so as to improve their service delivery, decongest queues in the banking hall, enable customers withdraw cash 24/7, aid international payment and remittance, track personal banking transaction, request for online statement, or even transfer deposit to a third party account.
Despite the effort of banks to ensure that customers reap the benefits of online banking, the bank is faced with complaints from customers as regards, malfunctioning of Automated Teller Machines (ATMs), network downtime, online theft and fraud, non-availability of financial service, payment of hidden cost of electronic banking like Short Message Services (SMS), for sending alert, mandatory acquisition of ATM cards, non-acceptability of Nigerian cards for international transaction amongst others.
This study is aimed at finding out the reason why these problems occur and in most cases persist, and then to make recommendations based on the outcome of the study.
1.2 AIM AND OBJECTIVES OF THE STUDY
The study aims at investigating the impact of e-banking on customers’ satisfaction. The specific objective of this study is to:
1. Find out the reason for persistent complaints from customers as regards online banking in Nigeria;
2. Identify the challenges facing effective implementation of online banking system in Nigeria; and
3. Proffer solutions to the identified challenges of online banking in Nigeria.
CLICK HERE TO DOWNLOAD THE COMPLETE MATERIAL (CHAPTER 1 -5)
>GUARANTTEE|:| Score 280 Above in 2024 UTME👉 DOWNLOAD FREE JAMB CBT APP HERE:.: GURRANTTEE Score 280 Above in 2022 UTME👉 DOWNLOAD FREE JAMB CBT APP HERE 📱👈WISH TO STUDY & LIVE in UK?:- STUDY, WORK AND LIVE IN the UK Application Form NOW OUT. Call 08030447894
