IMPACT OF MOBILE BANKING ON CUSTOMERS’ SATISFACTION IN DEPOSIT MONEY BANK IN NIGERIA

Abstract

The study examined the impact of mobile banking on customer satisfaction in United Bank for Africa. Bank customers in Nigeria have been found to be dissatisfied with the quality, of services provided by banks. This calls for the need to actually investigate how customers behave or get satisfied with regards to the services of commercial banks in Nigeria. No doubt that information from current technologies in banking operations has improved efficiency and effectiveness of their operations so that more transactions can be processed faster and most conveniently. The main objective of this study is to examine the impact of mobile banking on customer satisfaction in United Bank for Africa. Data was source basically from the primary source. Primary data are those data gotten from the field of study. Questionnaire was used as instrument of data collection, regression was used as a tool for data analysis. The findings of the study revealed that Automated Teller Machine (ATM), internet banking, telephone banking and mobile banking has significant impact on service delivery to customers. The study recommended that banks should provide more functional infrastructures to strengthen their e-business transaction. Standby electric power generating sets and inverters be provided to power the banking halls, information technology equipment and ATMs respectively whenever there is public power failure to ensure continued smooth operations.