Keyword : E-banking, EBSI, EBSS, CS and Service Delivery
Author(s) : Iluno, Ezinne Chinyere, Mustapha, Lateef Olumide, Ahmed, Mohammed Nma & Yakubu, Joy Asmau
Abstract :
The use of electronic banking to improve operation efficiency in bank service delivery has been facing challenges ranging from data breach by fraudsters, network downtime, frequent power interruption and lack of suitable legal and regulatory framework for e-banking. To mitigate these challenges, banks have deployed Electronic Banking Support Infrastructure and Electronic Banking Support Service. This study adopted survey research design. Primary data were collected through informal interview, focus group and structured questionnaire administered to a sample of 400 respondents in the study areas of which 360 sets questionnaire were correctly filled and returned. To analyze the data from the respondents, statistical technique were employed. This includes; frequency distribution table and multiple regression analysis. The result showed that electronic banking support infrastructures and
electronic banking support services have significant impact at 5% level of significance on the customers’ satisfaction in Kaduna State.Based on the findings it was recommended that banks should enhance security at ATM centers and report all internal and external fraud to boost customer’s confidence. Central Bank of Nigeria should regulate the activities of telecommunication operators since banks cannot monitor them. Additionally government at all level should provide reliable power supply to improve financial operations as enable some bank products like ATM to function 24hours/ 7 days and to reduce their running cost.
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