Pakistan Journal of Social Sciences
ISSN: Online 1993-6052ISSN: Print 1683-8831
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A Comparative Analysis of Effects of Internet on Customers-Staff Informal Relationship in Selected Banks in Southwestern Nigeria
Kolawole Taiwo Olabode, Adeigbe Kayode Yinus, Zaggi Hillary, Owonibi Elizabeth and Komolafe Ifeoluwa
Page: 7-15 | Received 21 Sep 2022, Published online: 21 Sep 2022
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Abstract
This empirical study focused on the “The Effects of Internet Use on Customer-Staff Social Interaction in Selected Banks in Southwestern Nigeria”. Methodologically, the study used structured questionnaire to obtain quantitative data from a sample size of five hundred customers. That is, one hundred customers in each of the selected banks using grab sampling technique. Result of the study shows that 24.1% of the respondents in First Bank Plc disagreed with the statement that the high volume of internet facilities negatively affect social interaction between staff and customer while 30.3% strongly agreed that there is no good social relationship between staff and customers because of internet connectivity in my bank. In Guaranteed Trust Bank Plc, 24.5% strongly disagree that the volume of internet facilities is responsible for poor social interaction while 25.2% agreed that there is no good social relationship between staff and customers because of internet connectivity in my bank. Findings in Skye Bank Plc shows that 24.1% of the respondents disagreed that the volume of internet facilities is responsible for negative relationship between staff and customers while 39.4% of the respondents strongly agreed that there is no good social interaction between staff and customers because of internet connectivity. In the case of UBA Plc, 44.1% were neutral about the volume of internet facilities causing negative relationship among staff and customers while 24.1% strongly agreed that internet connectivity is responsible for poor social interaction among staff and customers and finally in Zenith Bank Plc, 23.1% agreed that the volume of internet facilities is responsible for negative social interaction between workers and customers while 25.1% disagreed that there is no good social interaction between staff and customers. The study concludes that while internet application and use for banking operations and services becomes a core central management value, it should be cultural friendly. That is it should accommodate informal relationship among the stakes for proper and adequate expression.
How to cite this article:
Kolawole Taiwo Olabode, Adeigbe Kayode Yinus, Zaggi Hillary, Owonibi Elizabeth and Komolafe Ifeoluwa. A Comparative Analysis of Effects of Internet on Customers-Staff Informal Relationship in Selected Banks in Southwestern Nigeria.
DOI: https://doi.org/10.36478/pjssci.2014.7.15
URL: https://www.makhillpublications.co/view-article/1683-8831/pjssci.2014.7.15