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Evaluating Customer-Perceived Service Quality And Customer Satisfaction In The Nigerian Banking Industry

Author

Listed:
  • Dr. Moguluwa Shed Chinwuba

    (Senior Lecturer, Department of Marketing, University of Nigeria, Enugu Campus, Enugu State, Nigeria)

  • Ode Egene

    (Department of Marketing, University of Nigeria, Enugu Campus, Enugu State, Nigeria)

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.

Suggested Citation

  • Dr. Moguluwa Shed Chinwuba & Ode Egene, 2013. "Evaluating Customer-Perceived Service Quality And Customer Satisfaction In The Nigerian Banking Industry," Far East Journal of Psychology and Business, Far East Research Centre, vol. 11(3), pages 34-46, June.
    • Handle: RePEc:fej:articl:v:11c:y:2013:i:3:p:34-46
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    Citations

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    Cited by:

    1. Rahim A. Ganiyu, 2016. "Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 52(1), pages 94-117, December.
    2. Edirin Jeroh & Emma Okoye, 2015. "Impact Assessment of Bank Consolidation on the Performance of Commercial Banks in Nigeria," Acta Universitatis Danubius. OEconomica, Danubius University of Galati, issue 11(5), pages 30-44, October.

    More about this item

    Keywords

    Customer; Customer Satisfaction; Perceived Service Quality; Service Quality;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

    Statistics

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