QUALITY WEBSITE DESIGN AND CUSTOMER LOYALTY OF MONEY DEPOSIT BANKS IN IMO STATE

Abstract

This paper explores the relationship between quality website design and customer loyalty of money deposit banks in Imo State, Nigeria. It examines how quality website design and its dimensions (website usability, website aesthetics, information quality) relates to customer loyalty. Descriptive survey design was employed to obtain quantitative data from money deposit banks in Imo State, population more than 750,000 customers of money deposit bank that utilize digital banking services and a sample size of 400 was also used. Multistage sampling technique was employed in the study. Five major banks were first selected purposively based on customer base and website usage. Stratified random sampling was then employed in selecting customers who had visited the banks' websites once in the past 6 months. The result shows that all three dimensions of website design usability, aesthetics, and information quality positively correlate with customer loyalty. The study concludes that website quality design plays an important role in influencing customer loyalty in money deposit banks within Imo State, Nigeria. All three dimensions of website design usability, aesthetics, and information quality positively correlate with customer loyalty and recommended that Banks' first priority should be ease of use, responsiveness, logical information flow, and convenient access to essential functions such as account information and customer support.