Role of Electronic Banking in Enhancing Human Resource Performance and Customer Satisfaction: Evidence from Guaranty Trust Bank PLC, Nigeria.
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Date
2013
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Abstract
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.