Authors : Kolawole Taiwo Olabode, Adeigbe Kayode Yinus, Zaggi Hillary, Owonibi Elizabeth and Komolafe Ifeoluwa
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.
Kolawole Taiwo Olabode, Adeigbe Kayode Yinus, Zaggi Hillary, Owonibi Elizabeth and Komolafe Ifeoluwa, 2014. A Comparative Analysis of Effects of Internet on Customers-Staff Informal Relationship in Selected Banks in Southwestern Nigeria. Pakistan Journal of Social Sciences, 11: 7-15.