EFFECT OF DIGITAL BANKING ON CUSTOMER SATISFACTIONOF COMMERCIAL BANKS IN KANO AND ZARIA, NIGERIA

Abstract

The study assessed the influence of digital banking services on
satisfaction using dimensions such as convenience, service quality, security,
and overall user experience. With the rapid adoption of mobile banking,
internet platforms, and automated teller; digital banking has become central
to service delivery in the financial sector. It employed a quantitative survey
design and examined the impact of digital banking on customer satisfaction in
Nigerian commercial banks. Using a survey of 300 customers drawn from a
population of retail banking clients in selected commercial banks in Kano and
Zaria in Nigeria. Descriptive and inferential statistical analyses reveal that
digital banking significantly enhances customer satisfaction, particularly in
terms of accessibility, transaction speed, and ease of use. However, persistent
challenges, including internet connectivity limitations, security risks, and low
levels of digital literacy, constrain the full realisation of digital banking
benefits. The findings suggest that improving digital infrastructure,
strengthening cybersecurity, and promoting customer digital education are
essential for optimising customer satisfaction. The study contributes to the
growing body of literature on digital banking adoption in emerging economies
and provides practical insights for banks, policymakers, and regulators
seeking to improve customer experience in Nigeria’s banking sector.