ABSTRACT

This study was structured to assess the impact of e-based banking transaction on customer satisfaction at Zenith Bank Pic. In doing this, the following null and alternative hypothesis was formulated, that e-transactions has made a negative impact on customer satisfaction (HO) while the alternative hypothesis (Hl) is that e-transaction has made positive impact on customer satisfaction at Zenith Bank Pic. Data was collected from a sample population through questionnaire, the data collected was used to test the hypothesis. The analysis led us to the rejection ofthe null in fravour ofthe alternative hypothesis the chi-square method. The study proved that e-banking has had positive impact on customer satisfaction and infact influences customer decisions choice of bank. It has become pertinent that banks should transcend from the most popular ATM window and focus on strengthening other online banking platforms. The study focuses on the impact of e-banking on customers’ satisfaction in Nigeria. From the findings ofthe study, it can be concluded that e-banking has significant impact on customer satisfaction. Based on recommendation, Government should create an enabling environment for investors by providing better and optimal infrastructural facilities, such as electricity, good communication Network system and other social amenities, such education, health, housing and security