• Login
    View Item 
    •   MKSU Digital Repository Home
    • Conferences / Workshops / Seminars
    • Conferences
    • 2nd International Conference
    • View Item
    •   MKSU Digital Repository Home
    • Conferences / Workshops / Seminars
    • Conferences
    • 2nd International Conference
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    SERVICE QUALITY DELIVERY AND CUSTOMERS’ SATISFACTION IN NIGERIA BANKING INDUSTRY

    Thumbnail
    View/Open
    Full text (354.8Kb)
    Date
    2019-04
    Author
    Kabiru, Hammanjoda
    Metadata
    Show full item record
    Abstract
    The paper assesses the service quality delivery and Customer’s satisfaction in some selected Banks in Nigeria. Primary data is used where (600) respondents were selected through convenient Sampling. The study uses gap analysis where the difference between the Banks customers’ expectations and perception of service quality dimensions are analyzed to obtain the mean score. The result revealed that the mean score of the net perception is negative indicating that the customer’s expectation is higher than the perceived service quality at the Banks. Similarly, the individual dimension average scores are all negative meaning that there is service failure in all the facet of service quality dimensions of Tangible, Assurance, Empathy, Reliability and Responsiveness in Nigeria banks. Thus, it is an indication that the service deliveries in Nigerian Banks do not meet customer satisfactions. Banks is required by this revelation to consider repackaging and redesigning of its service operations to match up with customer expectations.
    URI
    http://ir.mksu.ac.ke/handle/123456780/4446
    Collections
    • 2nd International Conference [101]

    DSpace software copyright © 2002-2015  DuraSpace
    Contact Us | Send Feedback
    Theme by 
    @mire NV
     

     

    Browse

    All of Digital RepositoryCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsBy Submit DateThis CollectionBy Issue DateAuthorsTitlesSubjectsBy Submit Date

    My Account

    LoginRegister

    DSpace software copyright © 2002-2015  DuraSpace
    Contact Us | Send Feedback
    Theme by 
    @mire NV