By: Joshua Adeniran Ademola, Adebowale Abiola Oshineye
Pages: 124–138, Volume: 3, Number: 1
Published by: AEFUNAI Journal of Economics, Finance and Development Studies, Alex Ekwueme Federal University, Ndufu-Alike, 2/1/2026, 2026
ISSN (Electronic): 2536-6742
DOI:
Electronic Payment System and Customer Service Delivery of Nigerian Banks
Abstract:
This study investigated the impact of electronic payment systems on customer service delivery in selected commercial banks in Abeokuta, Ogun State, Nigeria. Against the backdrop of a push for a cashless economy, the research specifically examined the effects of internet banking on funds transfer efficiency and Automated Teller Machine (ATM) services on the ease of funds withdrawal. Customer service delivery was conceptualized as the perceived effectiveness, reliability, and accessibility of banking services from the customer’s perspective. A quantitative research design was adopted, and data were collected via a structured questionnaire from 102 bank customers selected through simple random sampling. The findings revealed that both internet banking and ATM services significantly enhance customer service delivery by improving transaction speed and accessibility. The study concludes that banks must prioritize the reliability of their electronic platforms to maintain customer satisfaction.
Keywords: E-payment, Customer service delivery, Digital banking, Transaction efficiency
How to Cite
Ademola, J. A., & Oshineye, A. A. (2026). Electronic Payment System and Customer Service Delivery of Nigerian Banks. AEFUNAI Journal of Economics, Finance and Development Studies (AEFUNAI-JEFDS), Vol. 3(1), 124–138.
Creative Commons Attribution 4.0 International License (CC BY 4.0)
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