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ABSTRACT
The Global economy has in the last two decades tilted towards becoming more of cashless economy which is doing away with physical cash transfers, relying instead on technological tools that track individuals' spending and deposits This study on the impact of cashless policy instruments on customer satisfaction in Nigeria: evidence from selected deposit money banks was aimed at ascertaining the impact of cashless policy instruments on banks customer satisfaction. The study employs a quantitative research approach utilizing an ex-post facto research design. Data were obtained from secondary sources from the annual reports of the selected Deposit Money Banks (DMBs) and the Central Bank of Nigeria (CBN) Statistical Bulletin between 2018 to 2022. The data were subjected to descriptive and Inferential statistics; Panel data analysis using E-View version 10.The findings showed that the ATM transactions has no significant impact on customer satisfaction; POS transactions has significant positive effects on customer satisfaction; the Mobile Banking though has positive effect, it has no significant effect on customer satisfaction. In the same vein, Internet banking transactions has positive effect, but has no significant effect on customer satisfaction in Nigeria. Among others, the study recommended that financial institutions should work towards enhancing the infrastructure and reliability of all cashless instruments especially ATM, mobile banking services and Internet Banking, as this will help to improve customers satisfaction.
