E-BANKING PRACTICES AND BANKS PERFORMANCE
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E-BANKING PRACTICES AND BANKS PERFORMANCE
ABSTRACT
E-banking has been a popular practise among Nigerian commercial banks. The introduction of electronic banking has improved banking efficiency in providing services to customers. The purpose of this study is to examine the influence of electronic banking on performance in the banking sector.
Data was obtained via questionnaires from 80 Zenith Bank officers using the cluster sampling technique, and the results reveal that Zenith Bank’s electronic banking criteria are consistent with the CBN’s electronic banking guidelines.
The bank features an efficient electronic banking system, which has enhanced client relationships and satisfaction. To that aim, it is proposed that the bank’s information technology training programme be encouraged among Zenith Bank’s workforce, and that appropriate banking law regulations be produced in order to boost the industry’s growth.
INTRODUCTION
CHAPTER ONE
1.1 Background of The Study
The new millennium provided new opportunities for information access and availability, as well as new obstacles in securing sensitive information from some individuals while making it available to others.
Today’s business climate is incredibly dynamic, with quick changes brought about by technical advancements, increasing knowledge, and the requirement for banks to serve their customers online. Banks have long been leaders in leveraging technology to better their products and services.
The banking industry of the twenty-first century operates in a complicated and competitive environment defined by shifting conditions and a volatile economic climate.
Today, Information and Communication Technology (ICT) is at the heart of the global changing curve of Nigeria’s Electronic Banking System. Stevens (2012) provides an example.
Over time, the banking industry has used electronic and telecommunication networks to deliver a wide range of value-added products and services.
Managers in the Nigerian banking industry cannot ignore information systems because they play a critical role in the current banking system; they point out that the entire cash flow of most fortune banks is linked to information systems.
The use of information and communication technology concepts, methodologies, policies, and implementation strategies to banking services has become a basic concern for all banks, as well as a requirement for local and worldwide competitiveness in the banking sector.
Technology advancement has played a significant influence in enhancing service delivery standards in the banking business. Automated Teller Machines (ATMs) and deposit machines, in their most basic form, now allow users to conduct financial transactions outside of normal banking hours.
The internet is revolutionising sales strategies and brand perceptions, and it is intensifying competition in all forms.
The banking industry continues to use the internet to improve client happiness; however, in order for this to operate effectively – maximising opportunities, limiting risks, and solving issues – an E-Banking strategy is essential.
The increased usage of the Web and Internet as new channels, as well as the increased number of enterprises entering the market, provides a number of critical problems to businesses. Making a website is simple and inexpensive.
However, creating an environment in which a large fraction of your client base can receive effective service via the Internet necessitates an E-Banking strategy.
Electronic Banking provides a variety of online services such as balance inquiry, request for cheque books, stop payment instructions, transfer instructions, account opening, bill payment, E-statement, and other forms of transitional Banking.
1.2 Statement of the Research Problem
Customers in Nigeria today seek efficient, fast, and easy services, not just the safety of their assets and increased returns on their investments.
Customers seek a bank that will provide them with services that will match their specific demands (personalised banking) and support their company goals, for example; businesses prefer not to travel with carryout cash for security reasons.
They want to be able to check their balance online, see if a cheque has cleared, move monies between accounts and even download transaction data to their own computer at work or at home.
Customers want their preferred bank to give them special service and undivided attention. All of this is only possible with electronic banking.
In keeping with providing quality and acceptable services, which most Nigerian banks are aiming for by investing substantial sums of money in information and communication technology, such banks’ services should have improved. African Union Bank
(UBA), Zenith Bank, and GT Bank (to name a few) are at the forefront of using IT to provide services to their customers (The Guardian Newspaper April 18, 2008, p 21).
It also investigates the difficulties associated with electronic banking and best industrial practises, as well as the approach to adopting them in the Nigerian banking sector.
1.3 Objectives of the Research
The primary goal of this research is to investigate the impact of electronic banking on banking performance, specifically how different channels can improve the delivery of customers and retail items, as well as how banks choose to support their electronic banking.
Internal banking components/services, such as internet service providers, Internet banking software, core banking vendors, managed security service providers, bill payment providers, credit business and credit score companies, and E-Banking systems, rely on a number of similar components or processes.
The study’s specific aims are as follows:
I. Assess the potential of electronic banking to improve consumer satisfaction.
II. Assess the impact of electronic banking on banking performance.
I11 Investigate the effects of electronic banking on customer satisfaction at banks.
1V. To what extent do banks’ E-banking platforms adhere to CBN policy framework?
V. What are the obstacles to efficient E-banking operations?
1.4 Research Questions
One of the current issues being debated is the impact of electronic banking on traditional banking practises; there are two competing viewpoints in the market. The following are the arguments for and against the internet being a revolution that will sweep away ancient practises:
1. Does electronic banking give customers additional options, and will customers be less likely to stay loyal?
2. Deposits will migrate elsewhere as these banks seek to reclaim their customer base. Their funding costs would rise, making their operations less feasible.
3. Can the portal provide a significant portion of banking profits?
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