APPRAISAL OF THE EFFECT OF ELECTRONIC PAYMENT SYSTEM ON CUSTOMER SATISFACTION IN NIGERIA BANKING SYSTEM

CHAPTER ONE

INTRODUCTION

1.1. Descriptive Background of the Study

Today’s business environment is extremely dynamic in nature. It has experienced rapid changes as a result of technological improvements, increased awareness and demands for banks services. The Banking industry of the 21st century operates in a complex and competitive environment characterized by these changing conditions and highly unpredictable economic climate, thus, information and communication technology (ICT) is at the centre of this global change. Amedu (2005) asserts that banks over the time have been using electronic and telecommunication networks for delivering a wide range of value added products and services. Therefore, information systems could not be ignored because they play a critical role in current Banking system in Nigeria.

Electronic banking is known as e-banking, virtual banking or an online Banking, it is a service that allows customers to access their bank information, conduct financial transactions, make deposits, withdrawals and pay bills through the internet without having physical visit to their banks. It provides the convenience of accessing banking facilities from the comfort of their home/offices. (Awamleh & Fernandez, 2005).

The concept of electronic banking system began when the first Automated Teller Machine were instated in the 1970s. An ATM machines allowed deposits to be made from the remote locations a convenience for customers who otherwise would have had to withdraw cash personally from their bank. The advantages offered by ATM Machines quickly split over to encompass other areas of bank services, computerizing manual system for greater efficiency and time savings. The concept behind ATM machines gave rise to smart cards, intranets and internet banking, electronic funds transfer {EFT}, NIBSS (Nigerian interbank settlements system), POS {Point of Sales Service.}, Access mobile, and other electronic devices (Ahasanul, 2010).

The growth in the application and acceptance of internet-driven technologies means that delivering an enhanced service is more achievable than ever before, however it is also more complex and fraught with potential costs and risk. The internet introduces customers to a new perception of business time as always available and demanding an urgent and rapid response. The serves as a challenge for managers who must to reconcile their business and their own personal perceptions of time with the perceived reality of internet time, as the internet has decisively shifted the balance of power to the customer.

Presently, banks in Nigeria are adding value to their services for customer’s satisfaction. The customers have more choices in choosing their banks because the new age IT (Information Technology) is bringing about sweeping changes in the banking industry, forcing them to reengineer many of their basic processes and systems. Few of the technology-driven electronic banking services being offered are viz. Automated teller machines ATM, Electronic Clearing Service (ECS), electronic funds transfer (EFT), tele-banking, internet banking etc. New technological capabilities are now being effectively used to create value and to better manage customer relationship in Nigeria banking system. (Raji, 2010).

1.2 Objectives of the study

The main objective of this research is to appraise the effect of electronic payment system on customer satisfaction in Nigeria banking system. Specifically, the study will examine the following objectives:-

i. To evaluate the effects of electronic payment system on banks customers.

ii. To assess the impact of electronic payment system on the bank’s service delivery.

iii. To examine the effect of electronic payments on competitive advantage of the bank.

iv. To ascertain the effect of electronic payment system on increase in market size of the banks.

1.3 Research questions

The following research questions were developed in order to guide the study:

i. Does the electronic payment system enhance service delivery in the banking system?

ii. Does the electronic payment system increase the market size of the banks?

iii. Does the electronic payment system enhance the competitive advantage of the bank’s?

iv. Does the electronic payment system enhance customer satisfaction of the banks?

1.4 Scope of the study

In terms of coverage, this study will focus on the effect of electronic payment system on customer satisfaction in Access bank Plc. This means that issues relating to electronic banking will be explained. In view of the technicalities involved, it would be

HOW TO GET THE FULL PROJECT WORK

PLEASE, print the following instructions and information if you will like to order/buy our complete written material(s).

HOW TO RECEIVE PROJECT MATERIAL(S)
After paying the appropriate amount into our bank Account below, send the following information to
08140350866 or 08058580848

(1) Your project topics
(2) Email Address
(3) Payment Name
(4) Teller Number
We will send your material(s) immediately we receive bank alert

BANK ACCOUNTS
Account Name: AKINYEMI OLUWATOSIN
Account Number: 3022179389
Bank: FIRST BANK.

OR
Account Name: AKINYEMI OLUWATOSIN
Account Number: 2060566256
Bank: UBA.

OR
Account Name: AKINYEMI OLUWATOSIN
Account Number: 0042695344
Bank: Diamond

HOW TO IDENTIFY SCAM/FRAUD
As a result of fraud in Nigeria, people don’t believe there are good online businesses in Nigeria.

But on this site, we have provided “table of content and chapter one” of all our project topics and materials in order to convince you that we have the complete materials.

Secondly, we have provided our Bank Account on this site. Our Bank Account contains all information about the owner of this website. For your own security, all payment should be made in the bank.

No Fraudulent company uses Bank Account as a means of payment, because Bank Account contains the overall information of the owner

CAUTION/WARNING
Please, DO NOT COPY any of our materials on this website WORD-TO-WORD. These materials are to assist, direct you during your project. Study the materials carefully and use the information in them to develop your own new copy. Copying these materials word-to-word is CHEATING/ ILLEGAL because it affects Educational standard, and we will not be held responsible for it. If you must copy word-to-word please do not order/buy.

That you ordered this material shows you have agreed not to copy word-to-word.

FOR MORE INFORMATION, CALL:
08058580848, 08140350866

YOU CAN ALSO VISIT:

www.greatmindsprojectmaterials.com
www.greatmindsprojectsolution.com
www.achieversprojectmaterials.com
www.naijasplash.com
www.achieversprojectmaterials.blogspot.com
www.achieverprojectmaterial.blogspot.com
www.acheiversprojectmaterials.blogspot.com
www.archieverprojectmaterials.blogspot.com
www.acheiversprojectmaterials.blogspot.com.ng
www.archieverprojectmaterials.blogspot.com.ng
www.achieversprojectmaterials.blogspot.com.ng
www.achieverprojectmaterial.blogspot.com.ng
www.achieverprojectmaterial.wordpress.com
www.achieversprojectmaterials.wordpress.com
www.acheiversprojectmaterials.wordpress.com
www.archieverprojectmaterials.wordpress.com

No Comments

Post a Comment