The Effect of Financial Technology Services on Banks Customers Satisfaction in Nigeria

Abstract

This Research project sets out to examine the impact of financial technology services on bank’s customer satisfaction in Nigeria. The objective of this study is specifically to examine whether financial technology has improved bank’s customer satisfaction in Nigeria.

The study adopted explanatory and casual research design. The population of the study comprised universities students in Nigeria out of which 5 universities were randomly selected. The primary data was collected through the administration of 250 structured questionnaires to the universities. Out of the 250 questionnaires administered, two hundred and forty-three (243) was properly filled and returned. SPSS (Statistical package of social sciences) was used to analyze and present the data collected. The result of the study revealed that accessibility of financial technology services, transaction cost, availability of technology service, operations of technology services and business effect bank’s customer satisfaction and finally convenience and security effect bank’s customer satisfaction.

It can however be concluded that the quality of financial technology have a positive significant effect on bank’s customer satisfaction More so, the result from the questionnaires distributed showed that effective financial technology services helps to satisfy and retain customers and continual satisfaction leads to increase in the income generated by the banks.

Keywords: Financial Technology, Bank's Customer Satisfaction, Payment Services, Convenience, Security