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Role of Electronic Banking in Enhancing Human Resource Performance and Customer Satisfaction: Evidence from Guaranty Trust Bank PLC, Nigeria.
(2013) Olanipekun, Wahid Damilola; Brimah, Aminu Nassir; Ajagbe, Suraj Tunde
This study examines the impact of e-banking on human resource performance and customer satisfaction. The objective of the study was to determine how the introduction and usage of e-banking product and services has generally impacted on the effectiveness and efficiency of banks service delivery. Questionnaire administration technique via a structured questionnaire was used to source for data and information from fifty randomly selected respondents which constitutes the sample and Chi-square analysis was used to analyze the data. The study revealed that introduction of electronic banking has impacted positively on the bank's human resource performance, in terms of improved efficiency and effectiveness of service delivery by their workforce even as it has enhanced customers’ satisfaction. The study recommends that critical infrastructures that aid the usage of e-banking products should be provided.