THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY

Gabriel Tuoyo Kubeyinje () and Samuel Obehi Omigie ()
Additional contact information
Gabriel Tuoyo Kubeyinje: Department of Marketing, Faculty of Management Sciences, University of Benin, Benin City, Nigeria
Samuel Obehi Omigie: Department of Business Administration, Faculty of Management Sciences, University of Benin, Benin City, Nigeria

Oradea Journal of Business and Economics, 2022, vol. 7, issue special, 67-76

Abstract: The study explored the influence of service quality dimensions on customer satisfaction in the Nigerian banking industry. A collection of four hundred (400) customers of sixteen Deposit Money Banks (DMBs) quoted in the Nigerian Stock Exchange (NSE) that operates in Benin City, Edo State, Nigeria were given questionnaires for the study, out of which three hundred and sixty seven (367) were found fit in testing the formulated hypotheses. Data collected through questionnaires administration were analyzed using descriptive and inferential statistical instruments. Findings from the study show that service quality tangibility and reliability are statistically insignificant with customer satisfaction within the quoted DMBs in Nigeria. The study recommends that management of DMBs should enhance the appearance of staff, communication materials, physical facilities and equipment among others. Also, banks management and staff should provide adequate procedures to perform their promise service dependably and accurately.

Keywords: Customer satisfaction; Equipment; Reliability; Service; Tangibility; Quality (search for similar items in EconPapers)
JEL-codes: E44 J11 M16 M31 M38 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://ojbe.steconomiceuoradea.ro/wp-content/uploa ... E-7special-67-76.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ora:jrojbe:v:7:y:2022:i:special:p:67-76

DOI: 10.47535/1991ojbe146

Access Statistics for this article

More articles in Oradea Journal of Business and Economics from University of Oradea, Faculty of Economics Contact information at EDIRC.
Bibliographic data for series maintained by Tomina SAVEANU ().