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EVALUATING CUSTOMER-PERCEIVED SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY

Shedrack Moguluwa and Ode Egene ()
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Ode Egene: Department of Marketing, University of Nigeria, Enugu Campus, Enugu State, Nigeria

Far East Journal of Psychology and Business, 2013, vol. 11 No 3 Paper 3 June, issue 3, 34-46

Abstract: Keeping in view the significance of customer perceived quality in todays competitive banking environment, the study was designed to evaluate customer-perceived service quality and customer satisfaction in the Nigerian banking industry. This research focused on the measurement of customer satisfaction through delivery of service quality in the banking sector in Nigeria. A quantitative research was used to study the relationship between service quality dimensions and customer satisfaction. Findings from the study show that, assurance; empathy and responsiveness have positive relationships, but have no significant effects on customer satisfaction. Reliability has negative relationship but has no significant effect on customer satisfaction. Tangibles have positive relationship and have significant impact on customer satisfaction. Conclusively a business that caters for their customers needs will inevitably gain the loyalty of their customers, thus resulting in repeat business as well as potential referrals. We therefore recommend that rather than paying much attention to the products and services, banks should focus more on their customers.

Keywords: Customer; Customer Satisfaction; Perceived Service Quality; Service Quality (search for similar items in EconPapers)
JEL-codes: M1 (search for similar items in EconPapers)
Date: 2013
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