4 research outputs found
Moderating Effect of Age on the Relationship between Electronic Banking and Customer Satisfaction: Empirical Evidence from Selected Deposit Money Banks (DMBs) in Funtua, Katsina State Nigeria
No full textAbstract: The study examined the effect of electronic banking services on customer satisfaction using age as moderating variable in selected deposit money banks (DMBs) in Funtua metropolis, Katsina state, Nigeria. A survey approach was used to collect data from the respondents. The study's population consists of the entire customers of UBA, Zenith bank and Guaranty Trust Bank that used electronic banking services. The population of customers that use electronic banking services in this three sampled banks cannot be determined. Therefore, the infinite population table produced a sample size of 384. Customers who attend the selected banks for the study were randomly administered with questionnaires where 384 copies of questionnaires were administered to them but 363 were validly returned by the respondents. However, the three banks were selected purposively. The study employed both descriptive and inferential statistics to analyse the data. PLS-SEM was used to analyze data for the study. The components of electronic banking that were used in this study as independent variables are mobile banking, automated teller machine and point of sale to evaluate the customer satisfaction considering age as moderating variable The results indicated that there is relationship between electronic banking components and customer satisfaction and gender of the customers moderates both the relationship between mobile banking and point of sale with customer satisfaction but failed to moderate the relationship between automated teller machine and customer satisfaction.
Keywords: ICT, electronic banking, customer satisfaction, Deposit Money Banks.
Title: Moderating Effect of Age on the Relationship between Electronic Banking and Customer Satisfaction: Empirical Evidence from Selected Deposit Money Banks (DMBs) in Funtua, Katsina State Nigeria
Author: Muhammad Sani Burodo, Sirajo Shehu, Muhammed Auwal Babangida
International Journal of Novel Research in Marketing Management and Economics
ISSN 2394-7322
Vol. 9, Issue 2, May 2022 - August 2022
Page No: 157-166
Novelty Journals
Website: www.noveltyjournals.com
Published Date: 20-August-2022
DOI: https://doi.org/ 10.5281/zenodo.7012014
Paper Download Link (Source)
https://www.noveltyjournals.com/upload/paper/Moderating%20Effect%20of%20Age-20082022-1.pdfInternational Journal of Novel Research in Marketing Management and Economics, ISSN 2394-7322, Novelty Journals, Website: www.noveltyjournals.co
Moderating Effect of Gender on the Assessment of customer Satisfaction with Mobile Banking Technology: A study of Selected Deposit Money Banks (DMBs) in Zaria Metropolis
No full textAbstract: This paper examined the impact of mobile banking services on customers’ satisfaction considering gender as moderating variable in Zaria, Nigeria. A descriptive research design was adopted this study. The population of customers that used mobile banking applications in Kaduna metropolis is considered unlimited (essentially infinite). In most statistical research studies, population parameters are usually unknown that must be determined from the sample. Therefore, the study employed a purposive sampling technique. Primary data were adopted for this study using a questionnaire of which 384 copies were administered but 347 were validly returned by respondents. Customers who visited the three sampled banks for transactions, namely: Eco bank and GT bank in Zaria metropolis were randomly administered with questionnaires. In this study, descriptive statistics inform of percentages and frequencies, while regression analysis was used as an inferential statistics. The data gathered from the questionnaires was analysed using Microsoft excel, SPSS packages and SMART PLS. Using Partial Least Square Structural Equation Modelling (PLS-SEM) approach, gender was to moderate the relationship between mobile banking service components and customer satisfaction. Cash withdrawals, Funds transfer and Balance enquiry are all components of mobile banking services that were used as independent variables to evaluate the customer satisfaction considering gender as moderating variable. The results indicated that there is relationship between mobile banking components and customer satisfaction but gender of the customers only moderates the relationship between cash withdrawals and customer satisfaction.
Keywords: mobile banking services, Deposit Money Banks (DMBs), Cash withdrawals, Funds transfer, customer satisfaction.
Title: Moderating Effect of Gender on the Assessment of customer Satisfaction with Mobile Banking Technology: A study of Selected Deposit Money Banks (DMBs) in Zaria Metropolis
Author: Muhammad Sani Burodo, AbdulAziz Maruf Adeniran, Zubairu Ahmad
International Journal of Novel Research in Marketing Management and Economics
ISSN 2394-7322
Vol. 9, Issue 2, May 2022 - August 2022
Page No: 65-74
Novelty Journals
Website: www.noveltyjournals.com
Published Date: 20-June-2022
DOI: https://doi.org/10.5281/zenodo.6670860
Paper Download Link (Source)
https://www.noveltyjournals.com/upload/paper/Moderating%20Effect%20of%20Gender-20062022-6.pdfInternational Journal of Novel Research in Marketing Management and Economics, ISSN 2394-7322, Novelty Journals (Publisher), Website: www.noveltyjournals.co
Effect of COVID-19 on customer satisfaction with POS System: Empirical Evidence from Selected Deposit Money Banks (DMBs) in Kaduna Metropolis
No full textThis paper studied the effect of point of sales (POS) services on customer satisfaction in Kaduna metropolis. A survey method was used to collect data from the respondents in this study. The study’s population are all users of POS services that belong to Sky bank, Polaris bank and Union bank in Kaduna metropolis. However, the population of the study is infinite. This is because, regardless of the bank, account holders in Nigerian are allowed to use any of the banking services for transactions and POS is one of them. Therefore, the infinite population table yielded a sample size of 384. The study employed purposive sampling technique because this research is interested in bank customers that used POS for transactions. On the other hand, the three banks were selected purposively. The present study adopted primary data through questionnaire. The likelihood of any connection between the utilization of point-of-sale technologies and customer happiness in the city of Kaduna was investigated using the Chisquare method. According to the study's findings, consumer satisfaction and point of sale utilization are significantly correlated. The study urged banks to invest more in information and communication technology (ICT) products by purchasing cutting-edge internet devices that would lessen the ongoing issues with inaccurate networks, power outages, and the privacy of communicating over transaction networks related to point of sale (POS). Moreover, to ensure customers’ confidence in the usage of POS, the country’s Monetary Authority should develop a suitable regulatory framework that will ensure customer safety and security of transactions through collaboration with security agencies and other relevant ICT firms
Customer Satisfaction with the Point of Sale (POS) System: Moderating Role of Age
No full textThe study investigated the relationship between the point of sales (POS) system and customer satisfaction while considering age as moderating variable for some selected Banks in Zaria, Kaduna state, Nigeria. Data from the respondents was collected using a survey method. The entire customers of Eco bank, Jaiz bank and Unity bank who used POS system constitute the population for this study. The population of customers in these three sampled banks who used POS system cannot be ascertained. Therefore, a sample size of 384 was generated using infinite population table. Customers who visited the banks that were selected for the study were randomly administered with questionnaires where 384 copies of questionnaires were administered to them but only 357copies were validly returned by the respondents. However, the three banks were selected purposively. Both descriptive and inferential statistics are employed to analyse the data. PLS-SEM approach was adopted to test hypotheses and the results indicated that there was a positive significant relationship between a point of sale system and customer satisfaction but the age of the customers only moderates the relationship between fund transfer and customer satisfaction.  
