ELECTRONIC BANKING SERVICE AND COVID-19 IN NIGERIA: IMPACT OF DELIVERY CAPACITY ON CUSTOMERS
MUSTAPHA, Shehu, LAWAL, Wahab, AJISAFE Akeem O. & AJAGBE, Tunde Suraj PhD Business Education, Kwara State College of Education, Ilorin (KWSCOED), UmaruSaro Road, P. M. B. 1527, Ilorin, Kwara State, NigeriaDepartment of Banking and Finance, Al-Hikmah University, Ilorin, Kwara State, Nigeria
E-mail: shehumustapha1@gmail.com, twlawal@gmail.com, ajisafeakeem1@gmail.com & tundesuraj@gmail.com
Abstract
The banking sector is the hub of the global economic growth and development. However, the disastrous effects of the pandemic COVID-19 with the associated regulatory social distancing have important bearing on the socioeconomic lives of the global community. The assessment of the survival of the banking industries in the delivery capacity to customers during the pandemic is the focus of the paper. Primary and secondary sources of data was adopted using content analysis questionnaire. 50 bank customers were randomly selected from five Commercial banks in Ilorin and data was collected through structured questionnaire. The study utilized regression method of analysis through STATA statistical package. The correlation coefficient R2 for each of the e-banking channels during the period showed that there are variations which was explained before COVID-19 than during the period. Due to the world crisis of COVID-19 pandemic, there was growth of inflation, increased unemployment and decline in foreign investment. The study recommended that there should be a strict compliance with social distancing during the bank transactions to reduce the spread and avoids contacting the pandemic.
Keywords: COVID-19; Customer Satisfaction; Electronic Banking; Service Delivery Capacity; Nigeria