A Critical Analysis of Information Technology and Customers’ Satisfaction in Lagos Banking Environment of Nigeria
Keywords:
Information technology, customers’ satisfaction, electronic banking, technological environment, network facilities and E-businessAbstract
The focus of the research work was on the critical analysis of information technology and customers’ satisfaction in Lagos banking environment of Nigeria. It identified the various aspects of information technology made available by banks in Nigeria to aid customers’ satisfaction; it examined the customers’ satisfaction on each of the dimensional elements in information technology and also determined the role of information technology in customers’ satisfaction. Questionnaire was used as primary data collection method which was developed in line with Likert 5point rating scales and administered to 900 respondents who were customers of different banks in the three senatorial districts of Lagos State (East, West and Central) through random sampling technique but purposive sampling technique was adopted to choose the banks. Out of the 900 questionnaire administered, 612 were collected but 573 were actually found useful for analytical purpose thus representing 64% response rate of the respondents while the secondary data were obtained through the review of relevant journals, books and government gazettes. Descriptive statistics and Z table value of 1.96 (two tailed test) at 0.05 level of significance were used to test the emerging hypotheses while percentage and frequency distribution tables were used to give adequate interpretation to the data collected for the paper. The study revealed that all the dimensions of information technology found in practice in the banking environment of Lagos and Nigeria as a whole does not satisfy customers equally. It is therefore obvious that the various dimensions of information technology in the banking environment of Nigeria has not been fully developed and this call for urgent attention so as to take full advantage of derivable economic benefits of information technology obtainable from efficient and effective operations.
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