EFFECT OF FIRST CITY MONUMENT BANK (FCMB) ELECTRONIC BANKING SERVICES ON CUSTOMERS’ SATISFACTION IN KEFFI

Abstract

The study set out to ascertain the effect of e-banking on customer satisfaction in FCMB, Keffi. The study adopted the survey research design in testing the effect of e-banking on customersatisfaction.Questionnaire was the main too/ of data collection as primary data was mainly used for the study. The population of the study was all customers of FCMB in Keffi while the sample for the study was selected using purposive sampling technique. Multiple Regression technique in STATA statistical software was used to analyse the data collected. From the findings, the study observed that amongal! the variables tested, the ones that significantly cause significant customer dissatisfaction ‘nFCMB Keffi include the ATM service and Internet Banking Service. Mobile banking is also negative but insignificant while they are significantly satisfied with the POS service of FCMB in Keffi. The study therefore recommends that FCMB in Keffi should improve their ATM services by investing in setting up more ATM machines around the city so that their customers can have increased access and reduced waiting times that cause dissatisfaction. The bank should also improve the service delivery of the ATM machines in Keffi to minimise problems associated with the ATM service. The study also recommends that the bank improve their internet banking service to better satisfy their customers; that the bank can however maintain their POS service policies as customers are currently satisfied with what they are getting; and improve on their mobile banking services so that it can have a positive and significant effect.