Effect of COVID-19 on customer satisfaction with POS System: Empirical Evidence from Selected Deposit Money Banks (DMBs) in Kaduna Metropolis

Authors

  • Muhammad Sani Burodo, Ph.D Federal Polytechnic Kaura Namoda, Zamfara State
  • Usman Muhammad Dakingari Kebbi State University of Science and Technology, Aliero
  • Usman Mamuda Musa, Ph.D Federal University Wukari, Taraba State

Keywords:

ICT, Point of sales, Customer satisfaction, Money deposit banks

Abstract

This paper studied the effect of point of sales (POS) services on customer satisfaction in Kaduna metropolis. A survey method was used to collect data from the respondents in this study. The study’s population are all users of POS services that belong to Sky bank, Polaris bank and Union bank in Kaduna metropolis. However, the population of the study is infinite. This is because, regardless of the bank, account holders in Nigerian are allowed to use any of the banking services for transactions and POS is one of them. Therefore, the infinite population table yielded a sample size of 384. The study employed purposive sampling technique because this research is interested in bank customers that used POS for transactions. On the other hand, the three banks were selected purposively. The present study adopted primary data through questionnaire. The likelihood of any connection between the utilization of point-of-sale technologies and customer happiness in the city of Kaduna was investigated using the Chisquare method. According to the study's findings, consumer satisfaction and point of sale utilization are significantly correlated. The study urged banks to invest more in information and communication technology (ICT) products by purchasing cutting-edge internet devices that would lessen the ongoing issues with inaccurate networks, power outages, and the privacy of communicating over transaction networks related to point of sale (POS). Moreover, to ensure customers’ confidence in the usage of POS, the country’s Monetary Authority should develop a suitable regulatory framework that will ensure customer safety and security of transactions through collaboration with security agencies and other relevant ICT firms.

Author Biographies

Muhammad Sani Burodo, Ph.D, Federal Polytechnic Kaura Namoda, Zamfara State

Department of Business Administration and Management,
Federal Polytechnic Kaura Namoda, Zamfara State

Usman Muhammad Dakingari, Kebbi State University of Science and Technology, Aliero

Bursary Department,
Kebbi State University of Science and Technology, Aliero

Usman Mamuda Musa, Ph.D , Federal University Wukari, Taraba State

Department of Accounting, Faculty of Management Sciences,
Federal University Wukari, Taraba State

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Published

2024-03-18

How to Cite

Burodo, M. S., Dakingari, U. M., & Musa, U. M. (2024). Effect of COVID-19 on customer satisfaction with POS System: Empirical Evidence from Selected Deposit Money Banks (DMBs) in Kaduna Metropolis. FUW-International Journal of Management and Social Sciences, 9(1), 1–15. Retrieved from https://fuw-ijmss.com.ng/index.php/fijmss/article/view/60