Service Delivery and Customer Satisfaction in Nigerian Banks

15 Pages Posted: 11 Sep 2016

See all articles by Adesoji Farayibi

Adesoji Farayibi

Centre for Allied Research and Economic Development (CARED)

Date Written: September 9, 2016

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.

Keywords: Service Delivery, Customer Satisfaction, Nigerian Banks, Bank Branches, Profit Margin

Suggested Citation

Farayibi, Adesoji, Service Delivery and Customer Satisfaction in Nigerian Banks (September 9, 2016). Available at SSRN: https://ssrn.com/abstract=2836963 or http://dx.doi.org/10.2139/ssrn.2836963

Adesoji Farayibi (Contact Author)

Centre for Allied Research and Economic Development (CARED) ( email )

Ibadan, Oyo State
Nigeria

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