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VOL. 10, ISSUE 2 (2025)
Effects of internet banking and service quality on customers’ satisfaction of selected financial institutions in Ghana
Authors
Francis Yaw Tachie
Abstract
The study investigates the effects of internet banking and service
quality on customers’ satisfaction of selected financial institutions in
Nigeria. Explanatory design was employed to examine the relationship between
internet banking and service quality (independent variables) and customers’
satisfaction (dependent variable). Questionnaire was personally administered to
elicit data from 280 customers of selected financial institutions in Ghana. The
Statistical Package for Social Sciences (SPSS) version 23 was used for data
analysis. The study showed a significant positive relationship between internet
banking and customer satisfaction. Also, the result revealed a significant
relationship between service quality and customer satisfaction. Managerial
implications and directions for future studies are discussed.
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Pages:74-81
How to cite this article:
Francis Yaw Tachie "Effects of internet banking and service quality on customers’ satisfaction of selected financial institutions in Ghana". International Journal of Academic Research and Development, Vol 10, Issue 2, 2025, Pages 74-81
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