Impact of E-commerce on Customer’s satisfaction of Guaranty Trust Bank Plc, Ilorin Kwara State, Nigeria

Abstract

This paper considered impact of electronic commerce on customers’ satisfaction of Guaranty Trust Bank in Ilorin Kwara State. The rationale behind the study is to find out whether electronic commerce, like e-purchase e-transfer brings about customer satisfaction. Assimilation Contrast Theory was used in this study. Survey research method was adopted; questionnaire was employed as instrument to gather data from the selected respondents. Non probability sampling was utilised: convenience sampling was utilised in the data collection procedures. Findings show that student customers of Guaranty Trust Bank Plc Ilorin, Nigeria, are significantly influenced by use of e-commerce, e-purchase, e-transfer etc. The study recommends that management of Guaranty Trust Bank should invest more on e-commerce as it satisfies their customers most especially their student customers and also gives competitive advantage in terms of patronage and customer loyalty which is made possible through e-commerce services of Guaranty Trust Bank Ilorin Kwara State.