Electronic Service Quality and Customer Satisfaction of Deposit Money Banks in Port Harcourt
Keywords:E-Service Quality, Customer Satisfaction, Deposit Money Banks
The aim of this study is to e-service quality and customer satisfaction of deposit money banks in Port Harcourt. The study adopted descriptive research design. Three hundred and eighty-four (384) copies of questionnaires were distributed; three hundred and sixty-six (366) copies were fit for analysis. The Multiple Regression Statistical tool was adopted with the aid of Statistical Package for Social Sciences (SPSS version 23). The findings of the study showed that e-service quality significantly relates with customer satisfaction. Based on the findings, the study recommended that Government agencies should embark more on online outsourcing strategies to conclude that e-service quality positively and significantly influenced customer satisfaction. Based on this, we recommended that deposit money banks’ managers should make banking service readily available to customers at all times. The study also recommends that strict internal control measures should be ensured in order to protect customer's bank details from falling into the hands of fraudsters.
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