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Assessing The Relationship Between Service Quality And Customer Satisfaction; Evidence From Nigerian Banking Industry

Ogunnaike, O.O. (2010) Assessing The Relationship Between Service Quality And Customer Satisfaction; Evidence From Nigerian Banking Industry. Global Journal of Management and Business Research, 10 (3).

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Abstract

It is the performance of service that creates true customers: customers who buy more and who influence others to buy .However, Nigerian Banks have been found to be characterized by poor service quality. This study was therefore carried to examine the relationship between service quality and customer satisfaction. Two hypotheses were formulated in this study and appropriate statistical techniques employed to test the hypotheses were multiple regression and correlation. The study reveals that service quality has significant effect on customer satisfaction. The result 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 they sell because customers are the true business of every company.

Item Type: Article
Uncontrolled Keywords: Customer Service, Customer Satisfaction, Service Quality, prompt service and Banking.
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HJ Public Finance
Divisions: Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User: Mrs Patricia Nwokealisi
Date Deposited: 18 Jan 2015 20:10
Last Modified: 18 Jan 2015 20:10
URI: http://eprints.covenantuniversity.edu.ng/id/eprint/3349

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