Revue Finance & marchés
Volume 9, Numéro 2, Pages 01-15

Does Electronic Banking Service Quality Affect Customers Satisfaction In Nigeria?

Authors : Ademola Abimbola . Kazeem Bayonle .


The study investigated the effect of Electronic Banking (E-Banking) service quality on customers’ satisfaction in Oyo state, Nigeria. In particular, the study examined the effect of E-Banking service quality (reliability, responsiveness, assurance, tangibility and empathy) on customers’ satisfaction Findings revealed that reliability, responsiveness and assurance are strong predictors of customer satisfaction in Nigeria. However, tangibility and empathy produced positive but insignificant results. Therefore, it is recommended that all Nigerian banks should continuously improve the quality of E-banking services so as to attract more customers thereby, promoting financial inclusion.


assurance, empathy, tangibility, responsiveness, reliability