{"title":"Effect of mobile banking on customer satisfaction in first bank plc, plateau state of nigeria","authors":"Opusunju, Akyuz","doi":"10.26524/jms.12.41","DOIUrl":null,"url":null,"abstract":"The study investigates the effect of mobile banking on customer satisfaction in First Bank Plc, Plateau State of Nigeria. The total population of the study was 56837 according to First Bank of Nigeria Plc report in 2015 and a sample size of 397 was derived using Taro Yamani formula. A point in time data was applied from primary data source using questionnaires. Simple regression and e-view statistical software package were used to analysis data and findings revealed that there was a significant relationship between mobile banking and customer satisfaction in terms of customer loyalty in First Bank Plc in Plateau State of Nigeria. It is therefore recommended that First Bank Plc in Plateau State of Nigeria should emphasis more on mobile banking insecurity control, minimization of network failure problem and reduction of double debt when using paypal transaction since it help in achieving customer satisfaction in terms of customer loyalty.","PeriodicalId":37730,"journal":{"name":"Journal of Management Information and Decision Science","volume":"17 2 1","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2022-09-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Management Information and Decision Science","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.26524/jms.12.41","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Decision Sciences","Score":null,"Total":0}
引用次数: 0
Abstract
The study investigates the effect of mobile banking on customer satisfaction in First Bank Plc, Plateau State of Nigeria. The total population of the study was 56837 according to First Bank of Nigeria Plc report in 2015 and a sample size of 397 was derived using Taro Yamani formula. A point in time data was applied from primary data source using questionnaires. Simple regression and e-view statistical software package were used to analysis data and findings revealed that there was a significant relationship between mobile banking and customer satisfaction in terms of customer loyalty in First Bank Plc in Plateau State of Nigeria. It is therefore recommended that First Bank Plc in Plateau State of Nigeria should emphasis more on mobile banking insecurity control, minimization of network failure problem and reduction of double debt when using paypal transaction since it help in achieving customer satisfaction in terms of customer loyalty.
本研究调查了手机银行对尼日利亚高原州第一银行客户满意度的影响。根据尼日利亚第一银行2015年的报告，该研究的总人口为56837人，使用Taro Yamani公式得出的样本量为397人。采用问卷调查的方式，从原始数据源获取时间点数据。使用简单回归和e-view统计软件包对数据进行分析，结果显示，在尼日利亚高原州的第一银行，手机银行与客户忠诚度方面的客户满意度之间存在显著关系。因此，建议尼日利亚高原州的First Bank Plc在使用paypal交易时应更加重视手机银行的不安全控制，最大限度地减少网络故障问题和减少双重债务，因为这有助于在客户忠诚度方面实现客户满意度。
期刊介绍：
Journal of Management Information and Decision Sciences (JMIDS) is a reputed open access journal affiliated to Allied Business Academies. The journal focuses on disseminating the latest research in the field of management information system and its role in decision making, as well their relationships to cognate disciplines including Economics, Finance, Management, Management Science, Marketing, Statistics, Operations Research and Engineering. The journal adheres to stringent double blind peer review policy to maintain the publication quality.
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