E-Banking Service Quality, Internal Control System and Organization Performance of Selected Deposit Money Banks in Nigeria
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2022-12
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Lead City University
Abstract
The banking system has evolved significantly over the years, and this has been driven by sophisticated innovations in technology. The introduction of the E-banking services has become a platform that allows financial institutions and clients to access their records, move payments, and obtain the most up-to-date information about their monetary goods via public or private systems, such as the internet. The aim of this study is to investigate the effect of e-banking service and internal control system on performance of selected DMBs in Lagos State, Nigeria. The knowledge-based theory and dynamic capability theory were adopted for the purpose of this study. To conduct the study, a total number of 384 respondents were taken from a population of 111.54m bank customers by using simple purposive sampling technique. The data were gathered using a structured questionnaire and four points Likert scale was used for evaluation. From the findings, E-banking quality service has significant effect on customer satisfaction. Also, E-banking quality service and internal control have a significance influence on the performance of DMBs in Lagos State, Nigeria. The study recommended that E-banking service safety needs attention given its insignificant relative influence on customer satisfaction, thus, management effort is required to give assurance to bank customers that E-banking platforms are safe. Likewise, E-banking service quality and internal control system for the DMBs examined although has significant effect on performance however, individually, and collectively the independent variables had weak contributions to performance.
Keywords: Deposit Money Banks, E-Banking, Internal Control System, Organization
Performance, Service Quality.
Word Count: 259
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Kate Turabian