THE EFFECTS OF INTERNET USE ON CUSTOMERS-STAFF SOCIAL INTERACTION IN SELECTED BANKS IN SOUTHWESTERN NIGERIA

Abstract

This study is focused on the the effects of internet use on customer-staff social interaction in selected banks in south western 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 statements that 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 Guarantee 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% of respondents were neutral that the volume of internet facilities causes negative relationship among staff and customers while 24.1% strongly agreed that internet connectivity is responsible for poor social interaction among staff and customers. 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.