The effect of electronic banking on customer service delivery in Nigeria

In recent times banking industry in Nigeria has undergone a full Business Process Re-engineering (BPR). There is a conspicuous change in mode of operations. Most basic business transactions are executed online. This study therefore endeavours to establish the level of efficiency and effectiveness of electronic banking in Nigeria. A survey was conducted with customers and staff of selected banks. The questionnaire provided a five level Likert scaling system which was used in analyzing the responses and tested using ordinary least square technique. The study revealed that the current banking operation in Nigeria is significantly adequate. It was also noted that majority of bank customers are not aware of other electronic services such as internet banking, telephone banking and Point –of -Sale (POS). It was discovered that most customers to our banks only uses automatic Teller Machine (ATM) as the only electronic banking service. We equally discovered that lack of power supply in the country is a major barrier to other users of electronic services. Based on the aforementioned, it is recommended that banks should create enough awareness on other electronic services available in the country. Given the associated problems of insecurity in electronic cards and frequent network failures in banking services, it is recommended that banks should use more efficient telecommunication equipment like fibre-optic cable in data transmission to make the system operation faster and secured.