ELECTRONIC BANKING SYSTEM AND SERVICE DELIVERY: A STUDY OF ABA DEPOSIT MONEY BANKS, ABIA STATE, NIGERIA
Despite the growth and merits of Electronic Banking System (EBS) and its absolute necessity in today's banking, closer observation reveals an increasing discontent of users with the inconvenience of service delivered by banks, showing clear observation that there is still frequent delay in the banks. This paper analyzed the upshot of EBS on service delivery of Aba deposit money banks (DMBs), Abia State, Nigeria. Four hundred (400) users were drawn from a population of 83,705,605 of 10 DMBs. The researcher adopted using a survey research design. Convenience and assurance of service delivery were used to measure service delivery while internet banking (IB); mobile banking (MB), point of sales (POS), automated teller machine (ATM), and unstructured supplementary service data (USSD) were used to measure EBS. The paper adopted descriptive and inferential methods of analysis to analyze the primary data obtained from deposit banks. The paper concluded that the EBS significantly affects service delivery of Aba banks in Abia State. The paper suggested that banks should deploy massive E-banking facilities in all their areas of operations and places of high demand.
Convenience, Assurance, Electronic Banking Facilities, Service Delivery, Unstructured Supplementary Service Data. JEL Codes: E22, E44, F21, F33, G21