Abstract:
The study examined the impact of banking services on customer satisfaction. Customer’s satisfaction
plays crucial role in the success of banking sector, financial sector, business organization, production
sector, firms, industries, small medium enterprises and all other areas of business. However, as far as
banking sector is concerned, the success of banking sector depends upon corporate customers need
and their expectations towards their banking services. Banking sector is a customer-oriented services
provider.
The following objectives were discussed: to examine the extent to which the quality of bank services
promote customer satisfaction and examine the extent to which customer service variables/factors
(convenience, transaction method and system, pricing, product and services, reliability, tangibility,
assurance, empathy and responsiveness) influence bank customer satisfaction.
Data were collected from diffident commercial banks in Nigeria and analysis was through descriptive
and parametric statistical methods. This descriptive analysis involves the use of percentage analysis,
while in section B-J, likert scale, mean and standard deviation was used, while parametric statistical
method employed One sample test and Analysis of variance and it was discovered that the quality of
bank services promote customer satisfaction.
More so, further findings revealed; customer satisfaction is a key performance indicator in the banking
industry and customers’ satisfaction has great influence on profitability of banks.
Hence, it therefore recommends, banks should use complaints resolution process to track and analyze
customer complaints, ensure prompt response, thereby learning from complaints to improve their
services and banks should also ensure effective delivery of services quality through the continuous
provision of fast, reliable and error-free transaction to bank customers. |
