Exploring the Impact of Service Quality on Customer Satisfaction in Nigerian Banking Industry

Abstract

Banks require customers to survive and grow. To retain customers and to protect and sustain long-term customer interest, banks need to maintain an ongoing relationship with their customers by providing quality services. The study examined the effect of service quality dimensions on customer satisfaction in banking. A total of two hundred and fifty (250) customers of Nigeria Banks were given questionnaires for the study. The techniques employed for data analysis include multiple correlation, descriptive analysis, and Multiple Regression. The study’s findings show that there is relationship between service quality and customer satisfaction in banking industry and that tangibles, reliability and responsiveness have a significant impact on customer satisfaction. The study concluded that since service quality has proved to be an important factors and the driving force behind customer satisfaction in banking Industry. The study recommends that the management should improve quality services so as to satisfy customer’s needs. The study further recommended that for Nigerian banks to be more responsive, it needs to look at service render from the view point of the customer rather than the banks’ perspective and dimensions.