IMPACT OF INFORMATION AND COMMUNICATION TECHNOLOGYINNOVATION ON CUSTOMER SATISFACTION IN NIGERIAN BANKS (ASTUDYOF ZENITH BANK MOUNTAIN TOP UNIVERSITY BRANCH)

Abstract

Information Technology is becoming an inestimable part of the society for advancement, upholding growth, advertising innovation and also for enhancing contention. ICT has surpassed the function or job of support services or electronic data handling; its area of use and application are relatively worldwide and limitless. This study sought to find out the Impact of Information and Communication Technology Innovation on Customer Satisfaction in Nigeria Banks ( A Study of Zenith Bank Mountain Top University Campus Branch). The study made use of in-depth interview to collect data from 62 respondents who were purposively sampled. The gathered data was analysed and the findings were presented through charts and narratives. Thefindings of the study revealed that ICT has affected customer satisfaction in the banking sector positively as it has made banking experience easier and stress-free. The researcher was able to uncover the major challenge people encounter when using ICT banking to be network downtime or poor network. The study recommended that banks employ new innovations to curb the issue of network downtime to enhance customer engagement and satisfaction.