Moderating Effect of Age on the Relationship between Electronic Banking and Customer Satisfaction: Empirical Evidence from Selected Deposit Money Banks (DMBs) in Funtua, Katsina State Nigeria

Autor: Muhammad Sani Burodo, Sirajo Shehu, Muhammed Auwal Babangida
Jazyk: angličtina
Rok vydání: 2022
Předmět:
ISSN: 2394-7322
DOI: 10.5281/zenodo.7012013
Popis: The study examined the effect of electronic banking services on customer satisfaction using age as moderating variable in selected deposit money banks (DMBs) in Funtua metropolis, Katsina state, Nigeria. A survey approach was used to collect data from the respondents. The study's population consists of the entire customers of UBA, Zenith bank and Guaranty Trust Bank that used electronic banking services. The population of customers that use electronic banking services in this three sampled banks cannot be determined. Therefore, the infinite population table produced a sample size of 384. Customers who attend the selected banks for the study were randomly administered with questionnaires where 384 copies of questionnaires were administered to them but 363 were validly returned by the respondents. However, the three banks were selected purposively. The study employed both descriptive and inferential statistics to analyse the data. PLS-SEM was used to analyze data for the study. The components of electronic banking that were used in this study as independent variables are mobile banking, automated teller machine and point of sale to evaluate the customer satisfaction considering age as moderating variable The results indicated that there is relationship between electronic banking components and customer satisfaction and gender of the customers moderates both the relationship between mobile banking and point of sale with customer satisfaction but failed to moderate the relationship between automated teller machine and customer satisfaction. Keywords: ICT, electronic banking, customer satisfaction, Deposit Money Banks. Title: Moderating Effect of Age on the Relationship between Electronic Banking and Customer Satisfaction: Empirical Evidence from Selected Deposit Money Banks (DMBs) in Funtua, Katsina State Nigeria Author: Muhammad Sani Burodo, Sirajo Shehu, Muhammed Auwal Babangida International Journal of Novel Research in Marketing Management and Economics ISSN 2394-7322 Vol. 9, Issue 2, May 2022 - August 2022 Page No: 157-166 Novelty Journals Website: www.noveltyjournals.com Published Date: 20-August-2022 DOI: https://doi.org/ 10.5281/zenodo.7012014 Paper Download Link (Source) https://www.noveltyjournals.com/upload/paper/Moderating%20Effect%20of%20Age-20082022-1.pdf
International Journal of Novel Research in Marketing Management and Economics, ISSN 2394-7322, Novelty Journals, Website: www.noveltyjournals.com
{"references":["[1]\tAdeniran A.M., Burodo M.S. & Suleiman S., (2022). Application of Queuing Theory and Management of Waiting Time Using Multiple Server Model: Empirical Evidence \tFrom Ahmadu Bello University Teaching Hospital, Zaria, Kaduna State, Nigeria, International Journal of Scientific and Management Research, 5(4), 159-174 DOI - http://doi. org/10.37502/IJSMR.2022.5412","[2]\tAhmed Z., Burodo M.S. and Suleiman S. (2022). An Empirical Investigation of Queue Management and Users satisfaction of MTN Service: A study of Sultan Abubakar Road MTN Service Centre Sokoto, Nigeria. International Journal of \tMultidisplinary Research and Growth Evaluation. 3(3), 252-259. DOI: https://doi.org/10.54660/anfo. 2022.3.3.16","[3]\tAjzen, I., & Fishbein, M. (1980). Understanding attitudes and predicting social behaviour. Englewood Cliffs, NJ: Prentice-Hall.","[4]\tAlHaliq H.A and AlMuhirat A.A (2016). Customer Satisfaction with Electronic Banking Services in the Saudi Banking Sector. Asian Social Science, Vol. 12, No. 5.","[5]\tAlHaliq H.A and AlMuhirat A.A (2016). Customer Satisfaction with Electronic Banking Services in the Saudi Banking Sector. Asian Social Science, Vol. 12, No. 5.","[6]\tAl-Smadi, M. (2012). Factors Affecting Adoption of Electronic banking: an Analysis of the Perspectives of Banks' Customers, International Journal of Business and Social \tScience, Saud Islamic University, Riyadh, Saudi Arabia, Vol. 3 No. 17","[7]\tBurodo M. S, Maruf A.A and Fatima I (2022). Assessing the Effect of Electronic Banking Services Quality on Customer Satisfaction: Empirical study from Selected Deposit Money Banks in Katsina, International Journal of Advances in Engineering and \tManagement (IJAEM) Volume 4, Issue 5 May 2022, pp. 2679-2690.","[8]\tBurodo M.S., Suleiman S. and Shaba Y.(2019), Queuing Theory and ATM Service Optimization: Empirical Evidence from First Bank Plc, Kaura Namoda Branch, Zamfara State. American Journal of Operations Management and Information \tSystems. 4(3),80-86. doi: 10.11648/j.ajomis.20190403.12","[9]\tBurodo M.S., Suleiman S., Yusuf G (2021) An assessment of Queue management and Patient Satisfaction of Some Selected Hospitals in North-Western Nigeria. International Journal of Mathematics and Statistics Invention (IJMSI); 9(8):14-24.","[10]\tChristopher, G. C., Mike, L. V. & Amy, W. (2006). A Logical Analysis of E-banking in New Zealand, International Journal of Bank Market, 24, pp. 360-383."]}
Databáze: OpenAIRE
Externí odkaz: