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Service Delivery and Customer Satisfaction in Nigerian Banks

Author

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  • FARAYIBI, Adesoji

Abstract

The study examined the impact of the quality of service delivery on customer satisfaction in the Nigerian banks using Ordinary Least Square (OLS) methodology. The study established a relationship between better banks performance in service delivery and customer satisfaction through effective customer relationship management (CRM). Findings revealed that increase in the number of working days and number of bank branches led to better levels of customer satisfaction. Empirical evidence also revealed that increase in PROFIT margin is a function of improved level of customer satisfaction while number of bank branches (NNB) has a positive but insignificant relationship with customer satisfaction because the spread of branch networks or channels has better effects on customer satisfaction than number of banks. It also emphasized the role of the number of working days in achieving better bank services and profitable customer relationship management. The study thus recommends that the Nigeria banking industry should improve the quality of service delivery as it is a prerequisite for achieving a high level of customer satisfaction.

Suggested Citation

  • FARAYIBI, Adesoji, 2016. "Service Delivery and Customer Satisfaction in Nigerian Banks," MPRA Paper 73612, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:73612
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    File URL: https://mpra.ub.uni-muenchen.de/73612/1/MPRA_paper_73612.pdf
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    References listed on IDEAS

    as
    1. Forbes, Silke J., 2008. "The effect of air traffic delays on airline prices," International Journal of Industrial Organization, Elsevier, vol. 26(5), pages 1218-1232, September.
    2. Deacon, Robert T & Sonstelie, Jon, 1985. "Rationing by Waiting and the Value of Time: Results from a Natural Experiment," Journal of Political Economy, University of Chicago Press, vol. 93(4), pages 627-647, August.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Samuel Abimbola, ODUNLAMI, & Akeem Olalekan, SHONUBI,, 2022. "Value Creation And Customer Loyalty In The Nigerian Banking Sector: A Study Of University Students In Ogun State, Nigeria," Ilorin Journal of Business and Social Sciences, Faculty of Social Sciences, University of Ilorin, vol. 24(1), pages 65-82, February.
    2. Michael Ayikwei Quarshie & Reginald Djimatey & Ama Abakah-Anaman, 2018. "Service Quality Delivery of Rural Banks: Perception of Customers in Emerging Economies," Asian Business Research Journal, Sophia, vol. 3(1), pages 33-40.

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    More about this item

    Keywords

    Service Delivery; Customer Satisfaction; Nigerian Banks; Bank Branches; Profit Margin.;
    All these keywords.

    JEL classification:

    • L80 - Industrial Organization - - Industry Studies: Services - - - General
    • L89 - Industrial Organization - - Industry Studies: Services - - - Other

    NEP fields

    This paper has been announced in the following NEP Reports:

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