Title: Employees' perception as internal customers about online services: a case study of banking sector in Nigeria

Authors: Habib Ullah Khan; V.V. Madhavi Lalitha; Joseph Funsho Omonaiye

Addresses: Department of Accounting and Information Systems, College of Business and Economics, Qatar University, P.O. Box 2713, Doha, Qatar ' Research Office, Hamad Medical Corporation, Doha, Qatar ' Department of Computer Science, Laureate Online Education, University of Liverpool, UK

Abstract: The objective of the study is to identify the perception of bank employees regarding the practicality and effectiveness of online banking services in the Nigerian perspective. Employees of three reputed banks are considered for this study and the demographic profile of study subjects is evaluated in this study. The study is conducted by collecting the primary data from the respondents using questionnaire as a tool. Pertinent statistical techniques are employed to analyse the data gathered and interpret the pros and cons of e-banking from employees' perspective. Various demographic variables like age, gender, marital status, educational qualifications and designation are examined to gain a better understanding of the employee and their perception on these parameters of online banking. The results of chi-square test for independence are tested at 5% level of significance. The results revealed that there is a profuse need for qualified, skilled and experienced professionals in the banking sector of Nigeria. Also, it is observed that though there are some impediments regarding the facilities and infrastructure in the country, employees nurture a fair opinion about the plausible advantages of e-banking. This research provides a foundation to identify the weakest link in the service supply and delivery chain rendered to the customers using online banking.

Keywords: online-banking; employees' perception; banking sector; case study; Nigeria.

DOI: 10.1504/IJBIR.2017.083540

International Journal of Business Innovation and Research, 2017 Vol.13 No.2, pp.181 - 202

Received: 10 Apr 2015
Accepted: 08 May 2015
Published online: 10 Apr 2017 *

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