E-Banking Administration and Customer Satisfaction in Nigerian Deposit Money Banks: Evidence from ATM, Internet and Mobile Banking Services

The rapid expansion of digital banking has fundamentally changed how money banks deposit financial services and engage with their customers. However, despite the growing use of electronic banking channels in Nigeria, customers still encounter difficulties such as unsuccessful transactions, network interruptions, cybersecurity concerns, and inadequate or delayed responses to complaints. This study investigated the effect of e-banking administration on customer satisfaction among selected deposit money banks in Nigeria, focusing specifically on Automated Teller Machine (ATM), internet banking, and mobile banking services. A descriptive survey design was employed, and primary data was obtained through structured questionnaires administered to bank customers. From the 120 questionnaires distributed, 110 were properly completed and retrieved, yielding a response rate of 91.7%. The collected data were examined using descriptive statistics and regression analysis. The results demonstrated that ATM services had a statistically significant effect on customer satisfaction (R² = .610, β = .742, p < .001). Similarly, internet banking recorded a significant positive effect on customer satisfaction (R² = .646, β = .782, p < .001), while mobile banking also showed a significant positive relationship with customer satisfaction (R² = .676, β = .801, p < .001). Descriptive findings indicated generally favourable customer assessments of the three electronic banking channels, reflected in grand mean scores of 4.09 for ATM services, 4.15 for internet banking, and 4.13 for mobile banking. The study concludes that efficient management of electronic banking services contributes significantly to enhanced customer satisfaction. It therefore recommends sustained investment in technological reliability, cybersecurity measures, user-friendly platforms, transaction monitoring systems, and efficient mechanisms for resolving customer complaints.