ASSESSING RELATIONSHIP BETWEEN PERSONAL VALUE AND CUSTOMER SATISFACTION: EVIDENCE FROM NIGERIAN BANKING INDUSTRY
Olaleke Oluseye OGUNNAIKE () and
Oladele Joseph KEHINDE ()
Additional contact information Olaleke Oluseye OGUNNAIKE: Department of Business Studies, Covenant University, Ota, Ogun State, Nigeria
Oladele Joseph KEHINDE: Department of Business Studies, Covenant University, Ota, Ogun State, Nigeria
This study investigated personal value and its relationship with customer satisfaction in the Nigerian banking industry. Results implicated self-transcendence as having positive relationship with customer satisfaction while self-enhancement has negative relationship with customer satisfaction. It was also established that the overall personal value has significant effect on customer satisfaction. The research measures showed encouraging psychometric values. These findings were discussed and situated within the Nigerian banking industry. It was recommended that the banking industry should place more emphasis on target marketing practices thereby enhancing the quality delivery of services to customers. Areas of further studies were also suggested.