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

Ogunnaike, O.O. and Olaleke, 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). pp. 2-5.

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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: Se rvice, Customer Satisfaction, Service Quality, prompt service and Banking
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User: Mrs Hannah Akinwumi
Date Deposited: 19 Mar 2015 15:00
Last Modified: 19 Mar 2015 15:00
URI: http://eprints.covenantuniversity.edu.ng/id/eprint/4083

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