E-Banking Service Quality and Customers Perception in Commercial Banks in Nigeria

Abstract

The massive development in technology, particularly those allied to the Internet, has led to strategic and dramatic transformations on how customers relate banks employees. This study was design to advance a framework for understanding banks customers perceptions of E-banking service from the context of developing economy. A structured questionnaire was administered to the sample respondence. To observe customer perception of online banking service quality the researchers adopted factor analysis approach with aid of correlations and regression analysis. The outcomes show E-banking service quality strongly influence customer perception. The outcomes further demonstrate the need for the measurement E-banking service quality to become a fundamental part of any banking operations.  This will strength the banks strategies for effective and efficient service quality delivery.