E-banking Service Quality, Customer Trust, and Performance of Deposit Money Banks in Lagos State, Nigeria

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dc.contributor.authorPreye Ajumoke ODIOWEI
dc.date.accessioned2025-09-29T11:57:59Z
dc.date.available2025-09-29T11:57:59Z
dc.date.issued2024-12
dc.description.abstractThe financial institution is critical to trade, investment, and economic prosperity of Nigeria. Achieving this benefit is contingent on successful completion of financial intermediation functions. However, industry analyst and scholars have reported that a decline with the operational performance of Deposit Money Banks (DMBs) in Nigeria. Among the issues raised as culpable were the quality of E-Banking Services(EBSQ) and Customer Trust (CT) in the financial intermediation. Hence, this study examined the interaction between EBS and CT as it affect the performance of Deposit Money Banks in Lagos State, Nigeria. A cross- sectional survey research design was adopted. The population was 111.4m banks customer in Lagos State, Nigeria. A sample size of 460 customers was determined through the Cronchan formula. A purposive sampling technique was used to select the bank customers in Lagos State, Nigeria. A validated questionnaire was used to collect data. The Cronbach’s alpha reliability coefficients for the constructs ranged from 0.74 to 0.92. The response rate of 85.4% was achieved. Data were analysed using descriptive and inferential statistics. Findings revealed that EBSQ had positive and significant effect on performance (R 2= 0.251, F(1,391)= 130.717, p= 0.000). EBSQ had a positive and significant effect on customer satisfaction (Adj R 2= 0.178, F(3,389)= 29.246, p= 0.000). EBSQ had positive and significant effect on operational efficiency (Adj R 2= 0.245, F(3,389)= 43.364, p= 0.000). CT had positive and significant moderating effect on the functional relationship between EBSQ and performance of Deposit Money Banks in Lagos State, Nigeria (ΔR 2= 0.039, ΔF = 21.571, P= 0.000). This study concluded that EBSQ and CT affect the performance of Deposit Money Banks in Lagos State, Nigeria. The study recommended that management of Deposit Money Banks examined in Lagos State, Nigeria should ensure they maximize various dimensions of E-banking services qualities and develop the infrastructure that enable customers to trust bank technology and improve performance. Keywords: Customer trust, E-Banking service quality, Banking Industry, Organisational Performance Word Count: 298
dc.identifier.citationKate Turabia
dc.identifier.otherM.Sc
dc.identifier.urihttps://repository.lcu.edu.ng/handle/123456789/1105
dc.language.isoen
dc.publisherLead City University, Ibadan
dc.relation.ispartofseriesM.Sc
dc.subjectCustomer trust
dc.subjectE-Banking service quality
dc.subjectBanking Industry
dc.subjectOrganisational Performance
dc.titleE-banking Service Quality, Customer Trust, and Performance of Deposit Money Banks in Lagos State, Nigeria
dc.typeThesis

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