Assessing the Collective Effects of Email and Internet Banking on Customer Satisfaction in Nigerian Banks

The deployment of technological innovations has opened numerous opportunities for enhancing customer services across various sectors, including banking. This study examines the combined effects of two such innovations—email banking and internet banking—on customer satisfaction in Nigeria. Utilizing a survey approach, primary data were collected from 370 bank customers who use both internet and email banking tools through an online questionnaire. The findings indicate that while both technologies significantly impact customer satisfaction, internet banking exerts a more substantial influence. The study discusses the implications of these findings for policy formulation and suggests avenues for future research.