Electronic Banking: Analysis of Services and Consumer Reactions in Nigeria

Electronic banking has become an important practice among commercial banks in Nigeria. The introduction of Information and Communication Technology has improved banking efficiency in rendering services to customer. Business organizations, especially the banking industry is operating in a complex and competitive environment characterized by these changing conditions and highly unpredictable economic climate with Information and Communication Technology is at the centre of the change curve. The purpose of this study is to analyse the service and consumer reactions on Electronic banking in the Nigerian Banking industry, analyze the various electronic delivery channels utilized by commercial banks and to assess the consumers’ reactions to these delivery channels. The study reveals that, electronic banking has resulted in new delivery channels for banks in Nigeria such as the automated teller machines (ATM’s), mobile banking and Online banking. Among these, the study shows that ATM’s are the most widely accepted and highly utilized delivery channel.