Research Article

EFFECT OF CASHLESS POLICY ON CUSTOMER SATISFACTION IN LAPAI NIGER STATE, NIGERIA

Mohammed Abdullahi Yusuf1*, Ibrahim Isah1, Uthman Fatima Zahra1, Bawa Shuaibu Adamu1, Umaru Abdulmalik Alhaji1, Ibrahim Yabagi Salisu2
1 Department of Accounting Ibrahim Badamasi Babangida University Lapai, Niger State, Nigeria
2 Department of Accountancy Niger State Polytechnic Zungeru,
* Corresponding author: isahibrahimplus@gmail.com
Published: Jun, 2025
DOI: 10.68022/kbmr.2025.koejllu4
Pages: 88-100
Views: 12
Downloads: 6

Abstract

The study examines the relationship between cashless policy on customer satisfaction in Lapai local government Nigeria. The advent of cashless policy into the Nigerian banking sector has brought mixed feelings to all stakeholders in Nigeria. The development has brought relief to a segment dominated by the operators (bankers), while the other segment dominated by the customers has complained about the challenges associated with the operation of thepolicy. Therefore, this study seeks to investigate the customers' satisfaction of the recently introduced cashless policy in Nigeria with a survey of bank customers of UBA Lapai branch. Data was collected with a well structural questionnaire and analyzed with descriptive statistics, while hypotheses formulated for the study were tested with correlation co-efficient. The findings of the study reveals that cashless policy contributed significantly to customers' satisfaction in UBA Lapai. In addition, the study revealed that cashless policy contributed significantly to customers' satisfaction through electronic channels such as internet banking, mobile banking, automated teller machine, and electronic cards. Finally, the study concluded that the cashless policy is customer friendly and progressive. Hence, it was therefore recommended, among others, that infrastructures should be improved upon to ensure easy operations.

Keywords

Cashless policy; Customers' satisfaction; Customers' orientation and Banking performance

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How to Cite

Yusuf, M. A., Isah, I., Zahra, U. F., Adamu, B. S., Alhaji, U. A., & Salisu, I. Y. (2025). EFFECT OF CASHLESS POLICY ON CUSTOMER SATISFACTION IN LAPAI NIGER STATE, NIGERIA. Kaduna Business and Management Reviews, 6(1), 88-100. https://doi.org/10.68022/kbmr.2025.koejllu4

M. A. Yusuf, I. Isah, U. F. Zahra, B. S. Adamu, U. A. Alhaji, and I. Y. Salisu, "EFFECT OF CASHLESS POLICY ON CUSTOMER SATISFACTION IN LAPAI NIGER STATE, NIGERIA," Kaduna Business and Management Reviews, vol. 6, no. 1, pp. 88-100, June 2025. doi: 10.68022/kbmr.2025.koejllu4

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