Abstract:
This study examines customers’ perception of e-banking in Nigeria. Survey research design was
employed in the study. Data were collected using structured Likert-scale questionnaire
administered to 300 purposively selected banks’ customers in Lagos. Descriptive statistic was
used in analyzing the data. The analysis revealed that customers patronize the various e-banking
channels introduced by banks in Nigeria. Among the electronic delivery channels, ATMs ranked
the topmost followed by telephone banking. The introduction of electronic banking has led to
reduction in time spent on bank transactions; and also enhanced timely response to customers’
enquiry about their bank accounts’ status. However, the introduction of the e-banking channels is
associated with increased bank charges on customers’ accounts. The major recommendation is
for banks’ management to charge moderate fees on services rendered to their customers. This
will enhance customers’ loyalty which is fundamental in ensuring profitability and corporate
sustainability.