Abstract:

The bedrock of any economy is a strong and efficient banking system. The smooth running of a country’s economy is dependent on how well and fast is the banking industry able adapt its operations to changes and how well they are able to tackle new challenges posed by technology. This research aimed at identifying several effects that of technological change on customers satisfaction of the banking industry using zenith bank headquarters Lagos state as the scope of the study. 245 copies of questionnaire were shared to customers within the premises of the bank as at the time this study was carried out. Causal-comparative research design was employed. Both the validity and reliability of this study were assured. The hypothesis raised in this study were validated using regression analysis. The results derived from this study shows that technological change significantly affects the customers’ satisfaction. It was recommended that bank executives should employ a variety of tactics such as technology adoption and application, training and learning, participative leadership styles adoption, effective communication, use of change champions, and cost minimization. Also, ensure that the customers feel happy when interacting with the bank’s mobile applications and offer to customers a service that meets their expectations.