Service Quality in the Nigerian Banking Industry PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Service Quality in the Nigerian Banking Industry PDF full book. Access full book title Service Quality in the Nigerian Banking Industry by Bukola Oyedokun. Download full books in PDF and EPUB format.
Author: Bukola Oyedokun
Publisher: GRIN Verlag
ISBN: 3346319164
Category : Business & Economics
Languages : en
Pages : 25
Get Book Here
Book Description
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.
Author: Bukola Oyedokun
Publisher: GRIN Verlag
ISBN: 3346319164
Category : Business & Economics
Languages : en
Pages : 25
Get Book Here
Book Description
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.
Author: Adesoji Farayibi
Publisher:
ISBN:
Category :
Languages : en
Pages : 15
Get Book Here
Book Description
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.
Author: Ismaila Akintan
Publisher: GRIN Verlag
ISBN: 3346447588
Category : Business & Economics
Languages : en
Pages : 140
Get Book Here
Book Description
Master's Thesis from the year 2016 in the subject Business economics - General, grade: 6.3, , language: English, abstract: This study analyses the effect of service quality dimensions on customers’ patronage of selected banks in Ogun State, Nigeria. It investigates the relationship between service quality dimensions and customers’ patronage using Bank Service Quality model dimensions. It also determines factors responsible for customers staying on queue for longer periods of time while awaiting bank services, assesses the level of customer satisfaction about services rendered by money deposit banks with a view of identifying factors that were responsible for customer disloyalty in patronising banks. The study employed Simple random sampling to select six banks namely First Bank Plc, United Bank of Africa Plc, Guarantee Trust Bank Plc ,Access Bank, First City Monument Bank and Zenith Bank Plc for this study. Convenience sampling method was used to select 240 customers of the selected banks. The data were analysed through the use of Statistical Package for Social Science (SPSS), while Pearson’s correlation co-efficient and multiple regression analysis were used to test the hypotheses formulated whether significant relationship exist between service quality dimensions and customers’ patronage.
Author: Bashir Lawal
Publisher:
ISBN:
Category : Banks and banking
Languages : en
Pages : 34
Get Book Here
Book Description
Author: Omoneye Olasanmi
Publisher: LAP Lambert Academic Publishing
ISBN: 9783843389846
Category :
Languages : en
Pages : 108
Get Book Here
Book Description
Originally, banking in Nigeria was dominated by manual transactions. However during the 70s, Nigerian banks had become aware that information technology (IT) had much to offer the industry. Banks were later able to use IT to gently bring down the real cost of their backlog of office activities and to introduce a number of product innovations conventionally called "technology delivery innovations". It is however deplorable that at a time customers are getting excited by the potentialities of IT innovations through services, banks appear to be relapsing into old habits of inefficiency and failure to meet customer s expectations through quality services. There is frequent network failure or simple instructions at ATMs which reads, "this machine is unable to dispense cash" or "this machine is temporarily out of service, please try again later". Moreover, some electronic security doors beep at the appearance of small metals, keys or even belts, thus preventing easy access into a banking hall. This study thus seeks to find out if the innovations provided through the use of IT by banks have impacted positively or negatively on customer satisfaction.
Author: Stephen Ayanrinola Oyewole
Publisher:
ISBN:
Category :
Languages : en
Pages : 0
Get Book Here
Book Description
Author: Ibukun Iwalewa
Publisher:
ISBN:
Category :
Languages : en
Pages : 0
Get Book Here
Book Description
The Nigerian banking sector has gone through a challenging time in the last two decades(Ozemhoka & Abieyuwa, 2014). The banking restructuring at various times and different policies of government had brought about increased competition into the banking environment. Many customers of some distressed banks are yet to recover from the massive sum of deposits lost in the process(Gololo, 2018). This challenge brought about distrust and loss of customers' confidence in the safety of their funds. The current economic downturn and the policy of treasury single account (TSA) by the Federal Government of Nigeria had drastically reduced the flow of funds in the Nigerian banking system as government and its agencies keep money in the Central Bank of Nigeria (CBN) (Ndubuaku, Ohaegbu, and Nina, 2017). According to Ndubuaku, et al., 2017), TSA policy of the Federal Government of Nigeria reduced deposits in the banking sector, credit to the private sector and also loan and advances to the investors. It has, therefore, increased the need for the banking sector to be more aggressive in their marketing orientation. It has also become necessary to re-build the confidence of customers from enormous loss of previous restructurings. Development of relationship marketing as a strategic option becomes a veritable tool available to the Nigerian banking subsector to rebuild customers the confidence in relating more personally with them. This strategic option aims at attracting customers through competitive and unparalleled service delivery demonstrated through effective organizational communication, competence and trust.
Author: Park Thaichon
Publisher: Routledge
ISBN: 1000205495
Category : Business & Economics
Languages : en
Pages : 162
Get Book Here
Book Description
Relationship marketing builds and maintains long-term relationships with customers through value creation and delivery. This book examines the key principles of relationship marketing and online relationship marketing. It looks at three main areas of relationship marketing as understanding relationship marketing and the continuum, the drivers and scope of relationship marketing, and how organisations should restructure for successful relationship marketing in the digital context. The book also addresses the opportunities and challenges associated with the implementation of relationship marketing in various types of organisation and suggests different effective relationship-building strategies and techniques for successful customer relationship management.
Author: Robert Ebo Hinson
Publisher: CRC Press
ISBN: 0429631944
Category : Business & Economics
Languages : en
Pages : 454
Get Book Here
Book Description
Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
Author: Mustapha Tosin Balogun
Publisher:
ISBN:
Category :
Languages : en
Pages :
Get Book Here
Book Description
This paper seeks to see h ...
