Effect of Mobile Banking on Customer Satisfaction in First Bank Plc, Jos, Plateau State of Nigeria
Abstract
Technology is a dominant force in all aspects of life and Internet banking is just one example of the technologies currently being used by several businesses. Mobile banking is a new way of banking, as it makes it easier for cclients to access their finances, even from remote locations. The study examined the effect of mobile banking on customer satisfaction in First Bank Plc, Plateau State of Nigeria. The study adopted survey design. The total population of the study was 56,837 according to First Bank of Nigeria Plc report in 2022 and a sample size of 397 was derived using Taro Yamane formula. A point in time data was applied from primary data source using questionnaires. Simple regression and e-view statistical software package were used to analyse data and findings revealed that there was a significant relationship between mobile banking and customer satisfaction in terms of customer loyalty in First Bank Plc in Plateau State of Nigeria. It was therefore recommended that First Bank Plc in Plateau State of Nigeria should emphasise more on mobile banking insecurity control, minimization of network failure and reduction of double debt when using PayPal transaction since it helps in achieving customer satisfaction in terms of customer loyalty.
