Asian Journal of Economics, Business and Accounting

This study examined the effect of financial inclusion on bank customer satisfaction in Nigeria, focusing on banking literacy, accessibility to digital payment platforms, and affordability of financial services. Primary data were obtained through a questionnaire administered to 100 customers drawn from four selected deposit money banks. Descriptive statistics were used to summarize respondents' perceptions, while multiple regression analysis was employed to assess the relationship between the dimensions of financial inclusion and customer satisfaction. The findings showed that respondents generally perceived financial inclusion positively, with banking literacy recording a mean score of 4.31, accessibility to digital payment platforms 4.12, and affordability of financial services 3.84. The regression model produced an R value of 0.687 and an R² of 0.472, indicating that the three financial inclusion dimensions jointly explained 47.2% of the variation in bank customer satisfaction. The overall regression model was statistically significant (F = 28.52, p < 0.001). Banking literacy had a positive and statistically significant coefficient (B = 0.312, p = 0.001), accessibility to digital payment platforms recorded the largest positive coefficient (B = 0.428, p < 0.001), and affordability of financial services also showed a positive effect (B = 0.198, p = 0.016). The study concludes that improved financial literacy, accessible digital banking channels, and affordable financial services are positively associated with customer satisfaction among the surveyed bank customers.