Keywords
Customer Experience
Customer Trust
PLS-SEM
Deposit Money Banks
Ogun State
Nigeria
Abstract
This study examines the impact of e-banking service quality reliability, security/privacy, and ease of use on customer satisfaction and the moderating role of customer trust among deposit money bank (DMB) customers in Ogun State, Nigeria. A quantitative cross-sectional survey design was adopted. Primary data were collected from 384 respondents using Cochran's (1977) formula and analysed via PLS-SEM in SmartPLS 4.0 (5,000 bootstrap subsamples). All three service quality dimensions significantly predict customer satisfaction: reliability (β = 0.235, p < 0.001), security/privacy (β = 0.283, p < 0.001), and ease of use (β = 0.239, p < 0.001). Customer trust significantly moderates all three relationships (p < 0.05). The model explains 70.6% of the variance in customer satisfaction (R² = 0.706; SRMR = 0.021). This study provides the first state-level PLS-SEM evidence on e-banking service quality and customer trust moderation from Ogun State, Nigeria, contributing to the literature on digital banking in Sub-Saharan Africa.
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