THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY
The study explored the influence of service quality dimensions on customer satisfaction in the Nigerian banking industry. A collection of four hundred (400) customers of sixteen Deposit Money Banks (DMBs) quoted in the Nigerian Stock Exchange (NSE) that operates in Benin City, Edo State, Nigeria wer...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Oradea Publishing House
2022-06-01
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| Series: | Oradea Journal of Business and Economics |
| Subjects: | |
| Online Access: | http://ojbe.steconomiceuoradea.ro/wp-content/uploads/2022/06/OJBE-7special-67-76.pdf |
| _version_ | 1818234755154444288 |
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| author | Gabriel Tuoyo Kubeyinje Samuel Obehi Omigie |
| author_facet | Gabriel Tuoyo Kubeyinje Samuel Obehi Omigie |
| author_sort | Gabriel Tuoyo Kubeyinje |
| collection | DOAJ |
| description | The study explored the influence of service quality dimensions on customer satisfaction in the Nigerian banking industry. A collection of four hundred (400) customers of sixteen Deposit Money Banks (DMBs) quoted in the Nigerian Stock Exchange (NSE) that operates in Benin City, Edo State, Nigeria were given questionnaires for the study, out of which three hundred and sixty seven (367) were found fit in testing the formulated hypotheses. Data collected through questionnaires administration were analyzed using descriptive and inferential statistical instruments. Findings from the study show that service quality tangibility and reliability are statistically insignificant with customer satisfaction within the quoted DMBs in Nigeria. The study recommends that management of DMBs should enhance the appearance of staff, communication materials, physical facilities and equipment among others. Also, banks management and staff should provide adequate procedures to perform their promise service dependably and accurately. |
| first_indexed | 2024-12-12T11:43:07Z |
| format | Article |
| id | doaj.art-0953315083d14bbfbad1d5f530bf847b |
| institution | Directory Open Access Journal |
| issn | 2501-3599 |
| language | English |
| last_indexed | 2024-12-12T11:43:07Z |
| publishDate | 2022-06-01 |
| publisher | University of Oradea Publishing House |
| record_format | Article |
| series | Oradea Journal of Business and Economics |
| spelling | doaj.art-0953315083d14bbfbad1d5f530bf847b2022-12-22T00:25:29ZengUniversity of Oradea Publishing HouseOradea Journal of Business and Economics2501-35992022-06-017special677610.47535/1991ojbe146THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRYGabriel Tuoyo Kubeyinje0Samuel Obehi Omigie1Department of Marketing, Faculty of Management Sciences, University of Benin, Benin City, NigeriaDepartment of Business Administration, Faculty of Management Sciences, University of Benin, Benin City, NigeriaThe study explored the influence of service quality dimensions on customer satisfaction in the Nigerian banking industry. A collection of four hundred (400) customers of sixteen Deposit Money Banks (DMBs) quoted in the Nigerian Stock Exchange (NSE) that operates in Benin City, Edo State, Nigeria were given questionnaires for the study, out of which three hundred and sixty seven (367) were found fit in testing the formulated hypotheses. Data collected through questionnaires administration were analyzed using descriptive and inferential statistical instruments. Findings from the study show that service quality tangibility and reliability are statistically insignificant with customer satisfaction within the quoted DMBs in Nigeria. The study recommends that management of DMBs should enhance the appearance of staff, communication materials, physical facilities and equipment among others. Also, banks management and staff should provide adequate procedures to perform their promise service dependably and accurately.http://ojbe.steconomiceuoradea.ro/wp-content/uploads/2022/06/OJBE-7special-67-76.pdfcustomer satisfactionequipmentreliabilityservicetangibilityquality |
| spellingShingle | Gabriel Tuoyo Kubeyinje Samuel Obehi Omigie THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY Oradea Journal of Business and Economics customer satisfaction equipment reliability service tangibility quality |
| title | THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY |
| title_full | THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY |
| title_fullStr | THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY |
| title_full_unstemmed | THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY |
| title_short | THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY |
| title_sort | influence of service quality dimensions on customer satisfaction in the nigerian banking industry |
| topic | customer satisfaction equipment reliability service tangibility quality |
| url | http://ojbe.steconomiceuoradea.ro/wp-content/uploads/2022/06/OJBE-7special-67-76.pdf |
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