The Effect of E-banking on Customer Satisfaction

The general objective of this study is to examine the effect of e-banking on customer satisfaction; a case study of Access Bank. The specific objectives are:

1. To identify the various e-banking services used by customers of Access Bank.
2. To identify the benefits customers of the bank derive from the e-banking platforms.
3. To analyze the challenges faced by customers when using e-banking platforms.
4. To identify the relationship between e-banking services and customer satisfaction.

The study adopted a quantitative design approach. Quantitative research designs are used when researchers seek to conduct statistical analysis, use lots of subjects, or strive for accuracy and to generalize. This was necessary because the descriptive research design provided the opportunity for thorough interpretation and explanation of the constructs for this study. The target population for this study comprised mainly customers of Access bank within the Accra Metropolis. The study targeted 100 customers of the bank. A combination of convenience sampling and the judgement sampling (where customers who are good prospects for accurate information were selected), was adopted for this study. Questionnaires were used as the data collection instrument. The data collected from the respondents was coded and processed using Statistical Package for Social Sciences (v.16).