Journal of Public Administration, Policy and Governance Research

Impact of Information and Communication Technology on Customers Satisfaction in Commercial Banks, Federal Capital Territory, Nigeria

CommunicationSatisfactionInformationTechnologyCustomers
Ifeoma Jeraldine Echukwu

Abstract

Computers and telecommunication system have become very important as delivery systems and productivity tools of electronic data and information. Nigerian banks have now realized that banking today requires prompt delivery of services, efficiency and the ability of customers to be served in any of their branches any part of the country, without any encumbrance. As a result of this, banks embarked on the use of Integrated banking application that can help them to provide efficient, comprehensive and nation- wide services to their customers, through the use electronic banking devices. This research on the impact of information and communication technology on customers’ satisfaction in commercial banks in the Federal Capital Territory is conducted to determine the extent to which information and communication technology resources such as internet banking, telephone banking and automated teller machine banking enhances customers’ satisfaction of commercial banks. In undertaking the research, the study adopts a descriptive survey design with an infinite population of respondents who are customers of some specific commercial banks in the federal capital territory and sample of 384 was used adopting the Godden sample size formula. However, out of the total sample size of 384 reached only 262 completed and returned the questionnaire giving a retrieval rate of 68%. The study elicited data using a 20 items structured questionnaire designed in a five points Likert scale. The three hypotheses were tested using simple linear regression. Findings revealed that there is significant positive relationship between the application of information and communication technology and customers’ satisfaction commercial banks in the federal capital territory. The study specifically revealed that there is significant positive relationship between internet banking and customers’ satisfaction (r =.0888, p-value <0.05), there is significant positive relationship between telephone banking and customers’ satisfaction (r =.879, p-value <0.05) and there is significant positive relationship between automated teller machine banking and customers’ satisfaction (r =.896, p-value <0.05). Premised on the findings, this research therefore recommends that the use of (ICT) in the banking sector should not only be restricted to the cities alone, rural banking should also be improved upon. Again, there should be periodic enlightenment to the general public through the various media on how to use some of the (ICT) equipment like the smart cards, ATM and its importance should also be made known to the customers.

PDF

Published Date

04/04/2026

Section

Articles

Pages

28-39

How to Cite

Echukwu, I.J. (2026). Impact of Information and Communication Technology on Customers Satisfaction in Commercial Banks, Federal Capital Territory, Nigeria. Journal of Public Administration, Policy and Governance Research, 4(3), 28-39.
Impact of Information and Communication Technology on Customers Satisfaction in Commercial Banks, Federal Capital Territory, Nigeria | Journal of Public Administration, Policy and Governance Research