Employees Digital Competence and Customers Satisfaction in Deposit Money Banks Abuja

Abstract

This study investigates the relationship between employees’ digital competence and customer satisfaction in Deposit Money Banks (DMBs) in Abuja. It explores how digital skills among bank employees influence service quality and responsiveness to customer needs. Adopting a survey research design, the study covered a population of 335, from which a sample of 182 was selected using the Taro Yamane formula. Data was collected through structured questionnaires, while Ordinary Least Squares (OLS) regression analysis was employed to test the hypotheses. Findings reveal a significant positive relationship between employees’ digital competence and both service quality and responsiveness to customers. The study concludes that digital competence, including proficiency in online and mobile banking platforms, social media engagement, and data analytics, significantly enhances service delivery and customer responsiveness. It recommends that deposit money banks in Abuja should prioritise continuous training and retraining of staff to build relevant digital skills. Furthermore, investment in modern digital technologies is essential to ensure timely responses to customer requests and complaints, which will in turn improve customer satisfaction, enhance competitiveness, and deepen market penetration.