Effect of COVID-19 Management on the Usage of Electronic Banking Products and Customer Satisfaction in Enugu Metropolis, Enugu State, Nigeria

Abstract

This study examined the impact of covid-19 pandemic on E-banking product usage and customer satisfaction in Enugu metropolis, Enugu State, Nigeria. The study adopted survey research design. The population of the study is 773000. The sample sizes of 15 respondents were selected using purposive sampling technique. Structured interview was used for data collection. Data was analyzed using qualitative technique. The findings revealed that covid-19 pandemic has positive impact on E-banking products usage. It was also found that covid-19 pandemic has a negative impact on customer satisfaction. Hence it was recommended that the Central Bank of Nigeria should enforce its operational guidelines on E-banking products to ensure that customers that use these products are not exploited by the banks and private operators and that their complaints are easily resolved. The policy makers and the stakeholders in the banking industry should ensure that policies are made for the continuous expansion of e-banking products in the study area, so as to increase the accessibility to the customers.