Effects of internet use on customer's satisfaction and social relationship in selected Banks in south-western,Nigeria
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Date
2014
Authors
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Journal ISSN
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Publisher
Sociology and Anthroplogy, Obafemi Awolowo University
Abstract
This study examined the volume and level of Internet use by each of the selected banks; assess the effects of volume and levels of use of the Internet on social interaction between staff and customers in the selected banks; explore customers’ level of satisfaction in relation to volume and levels of Internet use by the banks in the selected banks and examine the attitude of customers to Internet use. These were with a view to examine whether or not Internet use has effects on social relationship and customers’ satisfaction in the Nigerian banking sector.
The study used primary data with the aid of questionnaire administration and observation technique. It was carried out in Lagos, Oyo and Osun States that were purposively selected from the six states in Southwest geo-political zone of Nigeria mainly because most of bank’s zonal, regional and national headquarters are located in the states. Five purposively selected internationally categorised banks; First Bank Plc, Guaranty Trust Bank Plc, Skye Bank Plc, UBA Plc and Zenith Bank Plc were used for the study. In all, five hundred respondents (customers) were sampled, using judgemental sampling technique, that is, one hundred customers from each bank. Descriptive statistics such as mean, frequency tables, and percentages were used at univariate level while cross tabulations, Chi-square and one way ANOVA were employed.
The result showed that out of the entire existing Internet banking facilities in the selected banks, 78% and 57.2% of the respondents mostly used only Automated Teller Machines (ATM) and Text message respectively than other facilities with majority of these respondents coming from First and Zenith banks plc. About 73.4% of the respondents expressed good knowledge of Internet use for banking operations and services and 68.8% used one form of Internet facility or the other while 26.6% and 27.8% do not have Internet banking knowledge nor use any form of Internet facility respectively. On the determinant and what motivate customers to Internet use, 24.2% maintained that quality of service is a strong determinant. The variation across the banks however revealed that majority expressed the performance of the bank in First bank plc (45%) and UBA bank plc (25%) and good customer care in Guaranty Trust bank plc (32%) and Skye bank plc (30%). The findings further revealed that 33.4% believed that Internet use enhance good social relationship between customers and staff. About 44% of the respondents maintained that they have overall satisfaction with their bank’s operations and services via Internet use. Findings further indicated strong significant relationship between some variables. Such variables include good social relationship (χ2 = 173.75, p<0.05), overall satisfaction (χ2 = 94.54, p<0.05), and change of attitude of respondents towards banking operations (χ2 = 88.32, p<0.05). The one way Anova showed significant relationship between effects of volume and level of Internet use on social interaction between customers and staff (F = 5.46, p<0.05); on customers’ satisfaction (F = 3.94, p<0.05) and in respect to customers’ attitude (F = 3.06, p<0.05).
The study concluded that the effects of Internet use on customers’ satisfaction and social relationship in the banking sector varies from bank to bank base on the bank’s management style, philosophy and core values as the overall goal of this study.
Description
xiv,196p
Keywords
Social relationship, Banks, Internet use, Customer's
Citation
Kolawole,T.O (2014). Effects of internet use on customer's satisfaction and social relationship in selected Banks in south-western,Nigeria. Obafemi Awolowo University