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Information and Communication Technology and Customer Satisfaction in the Nigerian Banking Industry

T. T. Alabar and R. J. Agema
Benue State University, Department of Business Management Makurdi, Nigeria
Abstract—Information and communication technology (ICT) in the Nigerian banking industry is generally believed and seen to have dramatic influence on the level of customer satisfaction in recent times. As a prerequisite for banking efficiency, and indeed customer satisfaction, one wonders whether the current state of ICT in the industry offers the desired level of satisfaction. It is against this backdrop that the study adopts an empirical approach in determining the relationship that exists between the current state of ICT and customer satisfaction in the industry. Four hundred (400) banks’ customers were served with questionnaire, out of which only 391 were used. Regression analysis was used in testing the hypotheses. It was discovered that the present state of ICT had significant influence on customer satisfaction. The following recommendations were therefore made: banks should continually explore the possibility of raising the standard of ICT based systems and services, intensify efforts in meeting up with global operational systems and demonstrate a high sense of reliability, responsiveness and credibility in the application of ICT in their operations.

Index Terms—information and communication technology, customer satisfaction, Nigerian banking industry

Cite: T. T. Alabar and R. J. Agema, "Information and Communication Technology and Customer Satisfaction in the Nigerian Banking Industry," Journal of Advanced Management Science, Vol. 2, No. 4, pp. 333-338, December 2014. doi: 10.12720/joams.2.4.333-338
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