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

8 Pages Posted: 13 Jun 2017 Last revised: 24 Nov 2017

See all articles by Grace Iriobe

Grace Iriobe

Department of Financial Studies, Redeemers University

Oyınlola M. Akinyede

Department of Finance, Redeemers University

Date Written: January 17, 2017

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

Suggested Citation

Iriobe, Grace and Akinyede, Oyınlola M., The Effect of Financial Technology Services on Banks Customers Satisfaction in Nigeria (January 17, 2017). Available at SSRN: https://ssrn.com/abstract=2984215 or http://dx.doi.org/10.2139/ssrn.2984215

Grace Iriobe

Department of Financial Studies, Redeemers University ( email )

Mowe, Ogun State
Ogun State
Nigeria

Oyınlola M. Akinyede (Contact Author)

Department of Finance, Redeemers University ( email )

Ede, Osun State
Nigeria
+2347069328922 (Phone)

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