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Impact of Customer Service on Customer Satisfaction: Empirical Evidence from Nigerian Banking Industry

Ogunnaike, O.O. and Ogbari , M. E. (2011) Impact of Customer Service on Customer Satisfaction: Empirical Evidence from Nigerian Banking Industry. Lapai journal of Management Science, 2 (1 & 2).

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Abstract

It is the perfonnance of sen,ice that creates true customers: customers who buy more and who influence others to buy. Two hypotheses were fomzulated in this study and appropriqte statistical techniques employed to test the hypotheses were multiple regression and correlation. It was discovered that there is a relationship between customer service and customer satisfaction. The results also show that there is a relationship between gender and customer service. Conclusion was drawn and it was recommended based on the findings of the study that the banks should focus more on their customers rather than on the products and services, which·tlzey sell because customers are the true business of every company.

Item Type: Article
Uncontrolled Keywords: Customer Service, Customer Satisfaction, Sen,ice Quality, Service, Banking
Subjects: H Social Sciences > HF Commerce
Divisions: Faculty of Law, Arts and Social Sciences > School of Management
Depositing User: Mrs Patricia Nwokealisi
Date Deposited: 14 Nov 2014 13:55
Last Modified: 14 Nov 2014 13:55
URI: http://eprints.covenantuniversity.edu.ng/id/eprint/2978

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