The Effect of E-Service Quality on Online Customer Satisfaction in Nigeria: A Study of Deposit Money Banks

Osagie Leslie Uwabor, Okoroafor Chimaeze, Ezenta, Ogemdi Nneoma


The study examined effect of Electronic Service Quality on online Customer satisfaction in Deposit Money Banks in Nigeria. Its aim was to assess the level of relationship between e-service quality and customer satisfaction of deposit money banks in Nigeria. In line with the objective of the study, four null hypotheses were formulated to guide the research. The theoretical foundation of the study was based on resource base and sustainable theories. The study adopted quasi-experimental research design. The population size was drawn from the customer of quoted deposit money banks with international authorization in Nigeria. A sample size of 384 customers was obtained using Krejcie and Morgan formula. A probability simple random sampling technique was further utilized in picking the respondents. A questionnaire of five point likert scale was used in data collection. Frequency, percentages, bar and pie charts were used in analysing both the demographic data of the respondents, mean and standard deviation to answer research questions, while Spearman rank order correlation coefficient was employed in testing the hypotheses formulated for the study. All the null hypotheses were rejected. The research therefore revealed that; a significant relationship exist between customization and repurchase intension, customization and referral, customer support and repurchase intention, customer support and referral of deposits money bank in Nigeria. It was concluded that, when the quality of e-service is improved in deposit money banks; it increases customer satisfaction. It was therefore recommended amongst others that, online banking applications should be made easier for customers to make use of. The websites should be developed to suit individual needs; more awareness and sensitization programmers’ should be given to customers on the need for e-service banking. The benefits should be emphasized continuously.

Keywords: Electronic, Service, Quality, Online, Customer, Satisfaction, Deposit, Money, Bank

DOI: 10.7176/JMCR/82-03

Publication date:September 30th 2021

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