EVALUATING THE IMPACT OF E-MONEY TRANSFER SERVICES ON CUSTOMER SATISFACTION IN DEPOSIT MONEY BANKS: A CASE STUDY OF PORT HARCOURT
Authors: Ifeoma Joy Ojukwu
DOI: 10.5281/zenodo.17422705
Published: January 2024
Abstract
<p><em>This study examined the relationship between e-money transfer services and customer satisfaction in deposit money banks in Port Harcourt. Adopting a cross-sectional survey and correlation research design, the study targeted all 21 deposit money banks in the area, using a census approach. A total of 84 respondents were selected, with 58 completed questionnaires retrieved and analyzed. Descriptive statistics, including frequency and mean, were used to summarize the data, while hypotheses were tested using Spearman’s Rank Order Correlation Coefficient at a 0.05 significance level with SPSS Version 22.0. Findings revealed a significant positive relationship between e-money transfer services and customer satisfaction. Furthermore, e-money transfer services were positively and significantly associated with customer loyalty and customer retention. The study concludes that e-money transfer services are crucial in enhancing customer satisfaction, loyalty, and retention in deposit money banks. Based on these results, it is recommended that banks increase awareness of e-banking products and services, and focus on improving the key service parameters that influence customer satisfaction.</em></p>
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