Customer loyalty toward internet banking in Nigeria

The increasing usage of internet banking service among Nigerians has made competition fiercer among internet banking providers. This is as a result of easy accessibility of information about banking activities which enable the customer to easily compare various banks product and thereby easily defle...

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Main Author:	Ogiri, Ibrahim Aishatu
Format:	Thesis
Language:	English
Published:	2014
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/53663/25/IbrahimAishatuOgiriMFM2014.pdf
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id	my-utm-ep.53663
record_format	uketd_dc
spelling	my-utm-ep.536632020-09-01T01:38:28Z Customer loyalty toward internet banking in Nigeria 2014-08 Ogiri, Ibrahim Aishatu HD28 Management. Industrial Management The increasing usage of internet banking service among Nigerians has made competition fiercer among internet banking providers. This is as a result of easy accessibility of information about banking activities which enable the customer to easily compare various banks product and thereby easily deflecting from one bank to another, resulting in diminishing customer loyalty. This results in retail banks continually working hard to make new innovations or improve their internet banking services in order to make their bank a better choice for customer as well as to retain them. Customer loyalty has been identified by researcher as an important yardstick for the survival and profitability of e-commerce. The purpose of this study is to investigate the influence of trust, satisfaction, reputation, commitment and website quality on customer e-loyalty, to identify the most essential factor influencing customer e-loyalty and to investigate the impact of gender, age, education and technophobia as moderators on the relationship between the dependent variable and the independent variables. Two hundred questionnaires were distributed to the sample population. One hundred sixty nine questionnaires were used for the data analysis. Multiple regressions analysis was used to analyse the data. The results of the study revealed that reputation, satisfaction, trust and commitment have a positive influence on customer e-loyalty towards internet banking. However, multiple regression results showed that website quality has an insignificant influence on customer e-loyalty towards internet banking. The result further showed that reputation is most essential in building customer e-loyalty followed by satisfaction, trust and commitment. 2014-08 Thesis http://eprints.utm.my/id/eprint/53663/ http://eprints.utm.my/id/eprint/53663/25/IbrahimAishatuOgiriMFM2014.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:85563 masters Universiti Teknologi Malaysia, Faculty of Management Faculty of Management
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Ogiri, Ibrahim Aishatu Customer loyalty toward internet banking in Nigeria
description	The increasing usage of internet banking service among Nigerians has made competition fiercer among internet banking providers. This is as a result of easy accessibility of information about banking activities which enable the customer to easily compare various banks product and thereby easily deflecting from one bank to another, resulting in diminishing customer loyalty. This results in retail banks continually working hard to make new innovations or improve their internet banking services in order to make their bank a better choice for customer as well as to retain them. Customer loyalty has been identified by researcher as an important yardstick for the survival and profitability of e-commerce. The purpose of this study is to investigate the influence of trust, satisfaction, reputation, commitment and website quality on customer e-loyalty, to identify the most essential factor influencing customer e-loyalty and to investigate the impact of gender, age, education and technophobia as moderators on the relationship between the dependent variable and the independent variables. Two hundred questionnaires were distributed to the sample population. One hundred sixty nine questionnaires were used for the data analysis. Multiple regressions analysis was used to analyse the data. The results of the study revealed that reputation, satisfaction, trust and commitment have a positive influence on customer e-loyalty towards internet banking. However, multiple regression results showed that website quality has an insignificant influence on customer e-loyalty towards internet banking. The result further showed that reputation is most essential in building customer e-loyalty followed by satisfaction, trust and commitment.
format	Thesis
qualification_level	Master's degree
author	Ogiri, Ibrahim Aishatu
author_facet	Ogiri, Ibrahim Aishatu
author_sort	Ogiri, Ibrahim Aishatu
title	Customer loyalty toward internet banking in Nigeria
title_short	Customer loyalty toward internet banking in Nigeria
title_full	Customer loyalty toward internet banking in Nigeria
title_fullStr	Customer loyalty toward internet banking in Nigeria
title_full_unstemmed	Customer loyalty toward internet banking in Nigeria
title_sort	customer loyalty toward internet banking in nigeria
granting_institution	Universiti Teknologi Malaysia, Faculty of Management
granting_department	Faculty of Management
publishDate	2014
url	http://eprints.utm.my/id/eprint/53663/25/IbrahimAishatuOgiriMFM2014.pdf
_version_	1747817606791823360

Customer loyalty toward internet banking in Nigeria

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