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The Influence Of Service Quality Dimensions On Customer Satisfaction In The Nigerian Banking Industry

Author

Listed:
  • 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)

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.

Suggested Citation

  • Gabriel Tuoyo Kubeyinje & Samuel Obehi Omigie, 2022. "The Influence Of Service Quality Dimensions On Customer Satisfaction In The Nigerian Banking Industry," Oradea Journal of Business and Economics, University of Oradea, Faculty of Economics, vol. 7(special), pages 67-76, June.
    • Handle: RePEc:ora:jrojbe:v:7:y:2022:i:special:p:67-76
    DOI: http://doi.org/10.47535/1991ojbe146
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    References listed on IDEAS

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    1. Saraei, Soudabe & Amini, Amir M., 2012. "A study of service quality in rural ICT renters of Iran by SERVQUAL," Telecommunications Policy, Elsevier, vol. 36(7), pages 571-578.
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    More about this item

    Keywords

    Customer satisfaction; Equipment; Reliability; Service; Tangibility; Quality;
    All these keywords.

    JEL classification:

    • E44 - Macroeconomics and Monetary Economics - - Money and Interest Rates - - - Financial Markets and the Macroeconomy
    • J11 - Labor and Demographic Economics - - Demographic Economics - - - Demographic Trends, Macroeconomic Effects, and Forecasts
    • M16 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - International Business Administration
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M38 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Government Policy and Regulation

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