Service Quality and Computer Self-Efficacy as Predictors of Consumers Satisfaction of Electronic Banking among Workers of Nnamdi Azikiwe University, Awka, Anambra State, Nigeria

Abstract

This study investigated service quality and computer self-efficacy as predictors of consumer satisfaction of electronic banking among workers of Nnamdi Azikiwe University, Awka, Anambra State, Nigeria. Three hundred and thirty six (336) participants made up of 169 males (50.3%) and 167 female (49.7%) were selected using purposive random sampling technique. Their ages ranged from 22 to 69 with the mean age of 43.5 and standard deviation of 2.67. Three instruments were adopted to gather data for the study, namely: a 20 item customer satisfaction scale (CSS) developed by Bhamani (2003), a 10 item computer self-efficacy scale (CSES) developed by Compeau and Higgins (1999), and a 21 item service quality dimension scale (SQDS) developed by Parasuraman, Zeithalm, and Berry (1985). Multiple regression was used as a statistical tool to test six hypotheses. The results of the study revealed that service quality dimensions such as reliability, responsiveness, tangibility and assurance, significantly and positively predicted consumer satisfaction of electronic banking among workers of Nnamdi Azikiwe University, Awka. Whereas, empathy was found to significantly and negatively predict consumer satisfaction among workers of Nnamdi Azikiwe University, Awka. Also, the results revealed that computer self-efficacy significantly and positively predicted consumer satisfaction about electronic banking among workers of Nnamdi Azikiwe University, Awka. The study recommended that commercial banks should strategically improve their electronic services in order to achieve consumer satisfaction, while scholarsare called upon to replicate the study with larger group samples and in other sectors of economy to further validate its generalizability.