Digital Banking Payment Services and Customer Satisfaction: Evidence From A Selected Liquefied Petroleum Gas Business
DOI:
https://doi.org/10.56956/h6m88k21Keywords:
digital banking, payment services, LPG, customer satisfaction, businessAbstract
This research focused on determining the effects of digital banking payment services on customer satisfaction with a selected retail liquefied petroleum gas (LPG) business in Ogun State, Nigeria. The study used a survey research design, in which one hundred (100) bulk dealer customers who use digital banking payment services apart from cash in their mode of payment were chosen as the sample size, although only ninety-seven (97) were able to complete the survey. Questionnaires were used to generate data that was used. In testing the hypotheses in this study, it was found that digital banking payment services have contributed to customer satisfaction. The study recommends that small business owners and their managers should consistently take the factors tested above into consideration when deciding on the digital banking payment services as a mode of payment, as it affects customer satisfaction.
References
Al-Salami, Q. H., El-Zelawi, F. I., & Sultan, A. S. (2023). Customer satisfaction on quality of ISO Standard 9126 services in electronic banking in Libya. Cihan University-Erbil Journal of Humanities and Social Sciences, 7(1), 58–67. https://doi.org/10.24086/cuejhss.v7n1y2023.pp58-67
Banurea, E. N. M., Jahroh, S., & Asnawi, Y. H. (2026). Analysis of user experience and user satisfaction of the Satwagia mobile application. Indonesian Interdisciplinary Journal of Sharia Economics, 9(1), 1695–1706.
Cao, J., & Yang, S. (2025). Understanding the impact of reviews on consumer product choices under negotiated pricing. Management Science, 71(1), 753–778. https://doi.org/10.1287/mnsc.2020.02658
Customer retention: An analysis. International Journal of Early Childhood Special Education, 14(3), 2064–2075.
Chukwu, K. O., & Molokwu, S. P. (2022). Effects of digital banking on the performance of commercial banks in Nigeria (2010–2019). International Journal for Multidisciplinary Analysis, 5(1), 133–148.
Gandasari, R. A., & Mauritsius, T. (2023). A study on the effect of gamification components on customer loyalty toward a digital bank. Journal of Theoretical and Applied Information Technology, 101(6), 2304–2313.
Gomber, P., Koch, J.-A., & Siering, M. (2024). Digital finance and the future of banking: Recent developments and research directions. Electronic Markets, 34, 1–15. https://doi.org/10.1007/s12525-024-00709-4
Hult, G. T. M., Morgeson, F. V., III, Sharma, U., & Fornell, C. (2022). Customer satisfaction and international business: A multidisciplinary review and avenues for research. Journal of International Business Studies, 53(8), 1695–1733. https://doi.org/10.1057/s41267-022-00546-2
Kotler, P., Keller, K. L., & Chernev, A. (2022). Marketing management (16th ed.). Pearson.
Kotler, P., Keller, K. L., & Chernev, A. (2024). Marketing management (17th ed.). Pearson.
Madhushree, & Shivananda, A. (2024). Role of digital banking in economic development: Students’ perception towards e-banking. International Journal of Economics, Business and Management Studies, 11(1), 43–48.
Nuhu, H., Dutse, A. Y., & Abubakar, T. (2022). Understanding quality, satisfaction, and trust toward intention to use mobile banking. International Academy Journal of Management, Marketing and Entrepreneurial Studies, 9(1), 121–131.
Oyalakun, D. O., Oyedele, O. O., Ogundewe, J. K., & Wokoma, T. N. (2021). Nexus between critical success factors and small and medium enterprises performance. LASU Journal of Management Sciences, 7(2), 152–159.
Permatasari, I., & Purwanto, E. (2022). Analysis of trust and service quality towards loyalty with satisfaction as an intervening variable on BNI mobile banking customers at PT BNI Unitomo Cash Office Surabaya. International Journal of Economics, Business and Accounting Research, 6(1), 162–172.
Rather, R. A., Hollebeek, L. D., & Islam, J. U. (2022). Customer engagement and loyalty in service relationships: The role of satisfaction and trust. Journal of Retailing and Consumer Services, 64, 102764. https://doi.org/10.1016/j.jretconser.2021.102764
Raya, B. J. (2022). Literature review: Enterprise information system user satisfaction—Data quality, information quality, and service quality. Dinasti International Journal of Digital Business Management, 3(4), 593–600.
Rogers, E. M. (1995). Diffusion of innovations (4th ed.). Free Press.
Rogers, E. M. (2003). Diffusion of innovations (5th ed.). Free Press.
Sharma, U., Hult, G. T. M., Morgeson, F. V., III, Sharma, P. N., Schrock, W., & Sleep, S. R. (2024). Understanding multilevel organizing: A focus of customer satisfaction on firm performance. Journal of Marketing Theory and Practice. https://doi.org/10.1080/10696679.2024.2431237
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Daniel Oluwaseun Oyalakun, Sekinat Arike Sanni Bamigbade, Omotayo Joseph Oyeniyi, Mathias Adedayo Opele
This work is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.
