It is worrisome to note that despite the huge investments in technology, banks have continued to witness unending queues in the banking hall which defies the main purpose in which the technologies were invested upon, this lead to decline in overall performance and customers` dissatisfaction. Therefore, this study sought to examine the effect of e-banking service quality dimension of Responsiveness, reliability, security, website design, ease of use and how they affect customer satisfaction of selected banks in Nasarawa State, Nigeria. The study adopted a cross-sectional research design whereby structured 5-point likert scale questionnaires were administered to a sample of four hundred and forty-two (442) customers of selected banks in Nasarawa State, Nigeria. Partial least square (PLS-SEM) statistic was employed to test the hypotheses formulated. According to the results, reliability, responsiveness, website design and security has a positive and significant effect on customer satisfaction. While ease of use has a negative but insignificant effect on customer satisfaction. The study came to the conclusion that e-banking services adoption is an important satisfaction component that should be applied to every aspect of the business in order to fully benefit from it. Amongst other, the study recommends that Banks should Ensure that the e-banking platform is accessible to users with diverse needs and abilities. Accessibility features, such as text-to-speech, adjustable font sizes, and clear contrast, can contribute to a more user-friendly experience for a broader range of customers
USMAN, T. (2024). EFFECT OF E-BANKING SERVICE QUALITY ON CUSTOMERS SATISFACTION. Afribary. Retrieved from https://track.afribary.com/works/effect-of-e-banking-service-quality-on-customers-satisfaction
USMAN, TASIU "EFFECT OF E-BANKING SERVICE QUALITY ON CUSTOMERS SATISFACTION" Afribary. Afribary, 13 Oct. 2024, https://track.afribary.com/works/effect-of-e-banking-service-quality-on-customers-satisfaction. Accessed 05 Nov. 2024.
USMAN, TASIU . "EFFECT OF E-BANKING SERVICE QUALITY ON CUSTOMERS SATISFACTION". Afribary, Afribary, 13 Oct. 2024. Web. 05 Nov. 2024. < https://track.afribary.com/works/effect-of-e-banking-service-quality-on-customers-satisfaction >.
USMAN, TASIU . "EFFECT OF E-BANKING SERVICE QUALITY ON CUSTOMERS SATISFACTION" Afribary (2024). Accessed November 05, 2024. https://track.afribary.com/works/effect-of-e-banking-service-quality-on-customers-satisfaction