Inyang-Udo, Kenneth N. ASSESSMENT OF ELECTRONIC BANKING AND SERVICE DELIVERY IN THE BANKING INDUSTRY IN NIGERIA. ASSESSMENT OF ELECTRONIC BANKING AND SERVICE DELIVERY IN THE BANKING INDUSTRY IN NIGERIA (STUDY OF ZENITH BANK PLC). (Unpublished)
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Abstract
ABSTRACT The study assessed the level of adoption of electronic banking in Zenith Bank. The main objective of the study was to evaluate whether electronic banking has improved service delivery by the bank. Four objectives and four-hypotheses were formulated and tested in the study. The researcher adopted the survey design and structured questionnaire was administered to selected respondents in the bank. The respondents were divided into two strata: staff and customers. Out of 135 staff, 103 were selected as sample using Taro Yamani approach. Because the population of customers is large, the Topsman sampling technique was adopted and 138 customers were selected. The questionnaire was administered to the staff by the researcher while few assistants were used to administer the questionnaire to the customers. Table and frequency distribution were used to present the data while the Chi- Square (X2) technique was used to test the research hypotheses. Findings from the study showed that there are sufficient technological capabilities in Zenith bank such as computer, tele-transfer, electronic purse, e-transacts, Automated Teller Machine, Smart Cards, Telephone Banking, Electronic Funds Transfer, Electronic Data Interchange, Electronic Home and Office Banking, etc. to enable the bank exploit the benefits of adopting electronic banking in their banking operations. The adoption of electronic banking by Zenith bank had led to improved customer services in terms of quick turn-around times, low down-times, 24/7service times, etc. Based on these findings, the researcher recommended, amongst other things, that management of Zenith bank should continue to adopt cutting-edge technology in her services delivery. Evidently, electronic banking is at the core of customers' satisfaction in the industry.
| Item Type: | Article |
|---|---|
| Subjects: | H Social Sciences > HG Finance |
| Divisions: | Faculty of Management and Social Sciences |
| Depositing User: | Mr Kennneth Nnah Inyang-Udo |
| Date Deposited: | 28 Sep 2018 12:27 |
| Last Modified: | 28 Sep 2018 12:27 |
| URI: | http://eprints.gouni.edu.ng/id/eprint/698 |
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