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.