Impact of E-Payment Instruments on Customers Satisfaction of Selected Banks Customers in Abia State

ABSTRACT 

This research evaluates the customer satisfaction of bank customers in Umuahia, Abia State (Zenith Bank, First Bank Plc, Guaranty Trust bank Nigeria Ltd) Nigeria. The study adopted the descriptive research design. Using 120 questionnaires distributed to the bank customers of Umuahia Abia State. The study adopted Pearson moment correlation analysis. It was found out that there is a significant relationship between ATM service delivery, POS frequency, internet banking and customer satisfaction. It is recommended that the management of bank should educate their customers on the use of ATM in their transaction and friendly ATM machines should be acquire to improve perceive ease. Bank customers should be made known on the use of POS in their purchases, this will reduce carrying cash around from one place to another. 

TABLE OF CONTENTS

Title Page                                                                                                    i

Declaration                                                                                                 ii

Certification                                                                                                iii

Dedication                                                                                                   iv

Acknowledgement                                                                                      v

Table of Contents                                                                                        vi

List of Tables                                                                                              ix

Abstract                                                                                                      x

CHAPTER ONE: INTRODUCTION

1.1     Background To The Study                                                                   1

1.2             Statement Of The Problem                                                                   2

1.3             Objective Of The Study                                                                       3

1.4             Research Questions                                                                             4

1.5             Statement Of Hypotheses                                                                    4

1.6             Significance Of The Study                                                                   4

1.7             Scope Of The Study                                                                            5

1.8             The Assumption Of The Study                                                             5

1.9             Limitations Of The study                                                                     5

1.10        Operational Definition Of Terms                                                          6

1.11   History Of Selected Banks                                                                   7

CHAPTER TWO: LITERATURE REVIEW

2.1     Development In The E-payment Systems In Nigeria                              11

2.2     The Acceptance of E-Banking By Customers In Nigeria                         16

2.3     Effect Of Technology On Banking                                                        18

2.4     Making The Journey From cash To Electronic Payments                       22

2.4.1  Electronic Payments Toolkit                                                                24

2.5    Theoretical Framework                                                                           28

2.5.1  Value Chain Theory                                                                            28

2.5.2 Value Delivery Theory                                                                           29

2.6     Empirical Study                                                                                  30

2.7     Summary Of The Review                                                                    31

CHAPTER THREE

RESEARCH METHODOLOGY                                                                34

3.1     Research Design                                                                                 34

3.2     Research Population                                                                           34

3.3     Sample Size/Sampling Technique                                                        34

3.4             Research Instrument                                                                            34

3.5             Psychometric Properties Of The Research Instrument                            35

3.5.1 Validity Of The Research Instruments                                                  35

3.5.2  Reliability Of Research Instruments.                                                    35

3.6             Administration Of Instruments                                                             35

3.7             Measurement Of Variables                                                                   36

3.8             Sources Of Data Collection                                                                 36

3.9     Model Specification                                                                            37

3.10   Method Of Data Analysis                                                                     37

3.11   Method For Test Of Hypotheses                                                           38

3.12   Study Area                                                                                          38

CHAPTER FOUR

4.0     PRESENTATION AND ANALYSIS OF DATA                                39

4.1     Distribution of Questionnaire and Rate of Returns                                 39

4.2     Test of Hypothesis                                                                              43

CHAPTER FIVE

5.0       SUMMARY, CONCLUSION AND RECOMMENDATION

5.1       Summary of Findings                                                                                              47

5.2       Conclusion                                                                                                                47

5.3       Recommendation                                                                                                     47

References                                                                                         49

Appendix                                                                                           51