THE EFFECT OF ELECTRONIC PAYMENT SYSTEM ON CUSTOMER SATISFACTION IN NIGERIA BANKING SYSTEM
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ABSTRACT
This study was carried out to examine the effect of electronic payment system on customer satisfaction in Nigeria banking system with special reference to Access bank plc of Nigeria. Specifically, the study aims to evaluate the effects of electronic payment system on banks customers, assess the impact of electronic payment system on the bank’s service delivery, examine the effect of electronic payments on competitive advantage of the bank and ascertain the effect of electronic payment system on increase in market size of the banks. A total of 30 responses were validated from the survey. From the responses obtained and analyzed, the findings revealed that there is a relationship between electronic payment system and banks service delivery in Nigeria banking sector. The findings also revealed that there is a relationship between electronic payment system and banks service delivery in Nigeria banking sector. The study thereby recommend that there should be a downward review of the charges associated with the use of point of sales terminals so as to encourage increased use and ease the pressures associated with the accessibility of ATMs. Also, banks should also continue to search for ways to improve the performance of the e-payment services by constantly seeking feedback from customers.
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