EVALUATION OF E-SERVICE QUALITY AND CUSTOMER SATISFACTION ON POINT OF SALES IN ANAMBRA STATE, NIGERIA
Abstract
This paper evaluated e-service quality and customer satisfaction on point of sales in Anambra State, Nigeria. The paper was guided by two specific objectives and two hypotheses. Quantitative research design was adopted. The sample size was 380 bank account holders who use POS. The major instrument of data collection was questionnaire. Data were analysed using descriptive statistics, such as frequency, percentages, mean scores etc. Pearson Product Moment Correlation was used to test the stated hypothesis at 0.05 level of significance. The results showed that half of the respondents agreed that they were comfortable with the services of POS in Awka. The respondents also showed confidence in the policies and practices of these operators, implying they were trustworthy. The findings also indicated that less than half of the respondents (45.2%) perceived POS as user friendly. Again, it was revealed that there is a significant relationship between reliability and customer satisfaction with the use of POS (p=0.00, <0.05). Moreso, it was observed that there is a significant relationship between trust and customer satisfaction with the use of POS (p=0.00, <0.05). This paper concluded that reliability of a business and trust of customers are not just the essentials for customers’ satisfaction but the thriving of e-services rest on them. It recommended among others that retail outlets should show genuine concern for consumers’ interests and also ensure their operations and reputation are trustworthy as these will build trust between them and their consumers.
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