Financial Technology Transactions and Customer Satisfaction of Commercial Banks in Nigeria

Abstract

The purpose of the study was to examine financial technology transactions and customer satisfaction in Nigeria: A study of Calabar. Specifically, the study sought to: investigate the impact of mobile banking, peer to peer lending and fintech Chatbot AI on customers’ satisfaction of selected banks in Calabar metropolis, Cross River. Primary source of data was employed in the study with a population size of 167,820 and a sample size of 399.04. Multiple regression analysis was used in this study to test the relationship that exists among the variables. Based on the results of the study, the findings were summarized as thus: there was a significant impact of mobile banking on customers’ satisfaction in Calabar, Cross River, there was a significant impact of peer-to-peer lending on customers satisfaction in Calabar, Cross River and there was a significant impact of fintech Chatbot AI on customers’ satisfaction in Calabar, Cross River. The study stated that mobile banking is an application of mobile commerce that enables the customers to bank virtually at any convenient time and place, therefore, the study recommends that management of the banks should make provisions for a steady network that will enable customer access their money using cellular phone or similar device. Also, banks should ensure that there are effective online platforms that will connect borrowers and lenders.