Abstract

Electronic Banking Services (E-banking) has become an area of attention among researchers and banks mangers due to its strong impact on business performance, lower costs, profitability, customer loyalty, and customer satisfaction. This is a research in progress paper discussing the determinants influencing E-banking services towards effective Customer Satisfaction in Nigerian Commercial Bank, with the intention to highlight the issues from the customer points of view. Based on the literature, several factors (Convenience, Reliability and Availability) were postulated that have a positive and direct impact on E-banking services on customer satisfaction. Thus, it includes several hypotheses derived from literature to be tested empirically. The research will be guide by the conceptual model presented in figure 1, which will be tested using Structural Equation Modelling. The conceptual model in figure 1 highlighted the relationship between the identified variables in Nigerian commercial banks. Hence, the expected outcome and gaps of the research could also provide a new direction for future research.