An evaluation of electronic banking on customer service relations in Edo State

It is no longer news that technological advancement has revolutionized the way and manner in which organizations carry out their activities which has virtually affected all aspects of human endeavour. For contemporary business organizations like banks to actualize their set goals and objectives as well as profit maximization, it must embrace recent technological innovations in delivery of their services. However, application and usage of these modern technologies have not been free from certain challenges especially in sub–Saharan African countries. The introduction of ICTs has positively impacted the nature and processes in which commercial banks render their services to a seemingly increasing customer base and a fierce competitive financial market. Likewise improving their profitability as they gain more customers’ loyalty. This research examined electronic banking and its immeasurable benefits to customers. The study found that there is a significant relationship between electronic banking and customer service relations. Also, that electronic banking has been well accepted by many except for few who still have challenges coping with the fear of insecurities pertaining their accounts information. A total of 400 questionnaires and interviews were drawn from customers of both Guaranty Trust Bank Plc and Zenith Bank Plc and with the use of tables, percentage and chi-square were analysed to discover that despite the fear of insecurities constantly being faced as a challenge by customers, a higher population insists that their major problem with electronic banking is the problems of network issues usually encountered with the various electronic channels and if it can be addressed then the banking sector will continuously enjoy profit maximization and be able to retain its customers’ loyalty.