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Socio-Economic Determinants of Quality Services in the Nigerian Banking Industry

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  • Obisesan, Francis Oludare, PhD, FCIB

    (Department of Accounting and Finance, Bowen University, Iwo, Osun State, Nigeria)

  • Prof. A. S. Ogunsiji

    (Department of Marketing, Ladoke Akintola University of Technology, Ogbomoso, Nigeria)

Abstract

This study investigated socio-economic determinants of quality services in the Nigerian banking industry. The service sector plays a dominant role in creating value in such economies and by extension, the purchasing patterns of consumers and managerial decisions of the providers of these services are influenced by activities of stakeholders in this sector in a complex way. A cross-sectional survey design was applied using quantitative methods of data collection. A self-reported structured questionnaire was designed for data collection. A randomized sample size of 1505 banks’ customers participated in the study while two hypotheses were tested statistically at 95% confidence interval. Results showed that adequacy of facilities (Tangibility), reliability, prompt service, network availability, billing cost (ATM, Cheque books, SMS), customer care services and Value Added Services (e.g.E-Bank statements) jointly predicted quality services in the Nigerian banking industry (R2=.090, F=21.103, p

Suggested Citation

  • Obisesan, Francis Oludare, PhD, FCIB & Prof. A. S. Ogunsiji, 2020. "Socio-Economic Determinants of Quality Services in the Nigerian Banking Industry," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 7(8), pages 184-191, August.
    • Handle: RePEc:bjc:journl:v:7:y:2020:i:8:p:184-191
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    References listed on IDEAS

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    1. Ryding, Daniella, 2010. "The impact of new technologies on customer satisfaction and business to business customer relationships: Evidence from the soft drinks industry," Journal of Retailing and Consumer Services, Elsevier, vol. 17(3), pages 224-228.
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