Influence of Demographic Variables and eBanking on Perceived Customers Service Delivery in the Nigerian Banking Sector

2009 ◽  
Author(s):  
Adesina Ayobami Adekunle
Keyword(s):  
Service Delivery ◽  
Banking Sector ◽  
Demographic Variables ◽  
Nigerian Banking

scholarly journals Bank Service Delivery in Nigeria

2020 ◽  
Author(s):  
Akinbode James Olalekan
Keyword(s):  
Best Practices ◽  
Service Delivery ◽  
Banking Sector ◽  
Banking System ◽  
Legal Framework ◽  
Banking Services ◽  
Banking Service ◽  
History Of ◽  
Effective Use ◽  
Nigerian Banking

Nigeria as a country has recorded significant efficiency in bank service delivery considering her history of banking services. This assertion reflects in the views of banking sector stakeholders in the country and foreign assessors. One milestone was the introduction and effective use of electronic banking system in the last two decades which eliminated hurdles overt with the conventional banking era. Today, banking activities in Nigeria are possible at any time of the day and anywhere without any stress. This is not to say that it has fully complied with global best practices as there are still pockets of complaints from stakeholders especially customers which have expressed dissatisfaction in the quality of banking services rendered to them. In spite of the level of customers’ dissatisfaction, bank service delivery is better than what it was, and the Nigerian banking sector is presently at the front burner in terms of banking service delivery in Africa. Although challenges of employees’ knowledge gaps, technology, inadequate legal framework, incompetent manpower and staff improper attitude remain contentious in the Nigerian banking system, efforts from stakeholders especially the regulator to eliminate these challenges would bring about improved banking service delivery in Nigeria and make it close to global best practices, if not achieve it.

scholarly journals Accounting Information Systems Effectiveness: Evidence from the Nigerian Banking Sector

10.28945/3891 ◽  
2017 ◽  
Vol 12 ◽  
pp. 309-335 ◽  
Author(s):  
Shamsudeen Ladan Shagari ◽  
Akilah Abdullah ◽  
Rafeah Mat Saat
Keyword(s):  
Information Systems ◽  
Information Quality ◽  
Banking Sector ◽  
Accounting Information ◽  
Quality Measures ◽  
System Quality ◽  
Accounting Information Systems ◽  
Information Systems Effectiveness ◽  
Systems Effectiveness ◽  
Nigerian Banking

Aim/Purpose: The purpose of this study is to investigate the interrelationship among the quality measures of information system success, including system quality, information, quality, and service quality, that eventually influence accounting information systems effectiveness. Background: It is generally believed that investment in an information system offers opportunities to organizations for business process efficiency and effectiveness. Despite huge investments in accounting information systems, banks in Nigeria have not realized the full potential benefits of using these systems because of persistent failures. Few studies have been conducted to address the problem. Methodology: A survey research design was used to collect data, and a total of 287 questionnaires were retrieved from respondents in the Nigerian banking sector. Contribution: This study contributes to the understanding of the most important antecedent factors of the quality measures, the interrelationship among the quality measures, and the influence of these measures on the accounting information systems effectiveness. Findings: The result of the study revealed that security, ease of use, and efficiency are key features of system quality, while the information quality dimension includes accuracy, timeliness, and completeness. The result of the study further revealed that information quality and system quality have significant influences on accounting information systems effectiveness. Recommendations for Practitioners: This study provides practitioners with important measures for evaluation of AIS effectiveness in the context of Nigerian banks. Recommendation for Researchers: Future researchers may build on the findings of current study to conduct fur-ther research in the area of AIS effectiveness in different contexts. Future Research: This study examines only three quality measures of Delone and Mclean model and antecedents of information and system quality measures, neglecting contingency factor. Therefore, future study should include other factors to the AIS effectiveness model to help in developing more specific theory in AIS domain.

scholarly journals Developing technologically induced environments: the case of the Nigerian banking sector

2018 ◽  
Vol 23 (1) ◽  
pp. 50-61 ◽  
Author(s):  
Wilson Ozuem ◽  
Kerry E. Howell ◽  
Geoff Lancaster
Keyword(s):  
Banking Sector ◽  
Nigerian Banking

Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank customers

2016 ◽  
Vol 34 (6) ◽  
pp. 841-867 ◽  
Author(s):  
Samson Yusuf Dauda ◽  
Jongsu Lee
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Transaction Cost ◽  
Conjoint Analysis ◽  
Discrete Choice ◽  
Waiting Time ◽  
Consumer Preference ◽  
Content Type ◽  
Banking Service ◽  
Nigerian Banking

Purpose The purpose of this paper is to evaluate the perceptions of Nigerian banking customers regarding customers’ evaluation of their banks service quality based on their banks actual performance on current banking service delivery. Design/methodology/approach A survey has been used to collect primary data and 1,245 usable questionnaires were used in the analysis. A conjoint analysis with stated preference data were used to construct the consumers’ behavior, while discrete choice method was employed to evaluate the preferences. More information was obtained by in cooperating heterogeneity into the model by the random coefficient and the test variance with the primary attributes and social demographics and individual characteristics. Findings Discrete choice analysis shows that bank management should focus on: reduction of transaction errors, transaction cost, waiting time and initial online learning time. This four attributes have strong impact on customer’s satisfaction depending on quality performance. Relative to other services the reduction in waiting time and transaction cost are the most important services to the Nigerian banking customers. Other findings of willingness to pay and consumer preference for other attributes reveal more information for improved banking policies. Research limitations/implications The sample only focussed on the urban areas and did not consider rural dwellers. Future research should aim to improve on these by including a variable in the utility set up that captures the distance of the respondent to the main city. Practical implications Nigerian banking customers do not care about a friendly smile as customer care. Rather, they value more on the waiting time and transaction cost showing that convenience and cost dimensions have strong and direct effect on service quality. Other dimensions identified includes, reliability, product portfolio, security and privacy, ease of use, accessibility, and competence and credibility. Originality/value This study has drawn on a sample of 1,245 Nigerian banking customers and evaluating how the survey respondents perceive their respective banks’ performance by their evaluation of the current banking service delivery.

Sign in / Sign up

Export Citation Format

Share Document