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A Study Of Customer Service In The Nigerian Banking System
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Book Synopsis Service Quality in the Nigerian Banking Industry by : Bukola Oyedokun
Download or read book Service Quality in the Nigerian Banking Industry written by Bukola Oyedokun and published by GRIN Verlag. This book was released on 2020-12-23 with total page 25 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.
Book Synopsis A Study of Customer Service in the Nigerian Banking System by : Chukwudi Amos Afiari
Download or read book A Study of Customer Service in the Nigerian Banking System written by Chukwudi Amos Afiari and published by . This book was released on 1986 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Service Delivery and Customer Satisfaction in Nigerian Banks by : Adesoji Farayibi
Download or read book Service Delivery and Customer Satisfaction in Nigerian Banks written by Adesoji Farayibi and published by . This book was released on 2016 with total page 15 pages. Available in PDF, EPUB and Kindle. Book excerpt: The study examined the impact of the quality of service delivery on customer satisfaction in the Nigerian banks using Ordinary Least Square (OLS) methodology. The study established a relationship between better banks performance in service delivery and customer satisfaction through effective customer relationship management (CRM). Findings revealed that increase in the number of working days and number of bank branches led to better levels of customer satisfaction. Empirical evidence also revealed that increase in PROFIT margin is a function of improved level of customer satisfaction while number of bank branches (NNB) has a positive but insignificant relationship with customer satisfaction because the spread of branch networks or channels has better effects on customer satisfaction than number of banks. It also emphasized the role of the number of working days in achieving better bank services and profitable customer relationship management. The study thus recommends that the Nigeria banking industry should improve the quality of service delivery as it is a prerequisite for achieving a high level of customer satisfaction.
Book Synopsis Service Quality On Customers’ Patronage. Selected Banks In Ogun State by : Ismaila Akintan
Download or read book Service Quality On Customers’ Patronage. Selected Banks In Ogun State written by Ismaila Akintan and published by GRIN Verlag. This book was released on 2021-07-26 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2016 in the subject Business economics - General, grade: 6.3, , language: English, abstract: This study analyses the effect of service quality dimensions on customers’ patronage of selected banks in Ogun State, Nigeria. It investigates the relationship between service quality dimensions and customers’ patronage using Bank Service Quality model dimensions. It also determines factors responsible for customers staying on queue for longer periods of time while awaiting bank services, assesses the level of customer satisfaction about services rendered by money deposit banks with a view of identifying factors that were responsible for customer disloyalty in patronising banks. The study employed Simple random sampling to select six banks namely First Bank Plc, United Bank of Africa Plc, Guarantee Trust Bank Plc ,Access Bank, First City Monument Bank and Zenith Bank Plc for this study. Convenience sampling method was used to select 240 customers of the selected banks. The data were analysed through the use of Statistical Package for Social Science (SPSS), while Pearson’s correlation co-efficient and multiple regression analysis were used to test the hypotheses formulated whether significant relationship exist between service quality dimensions and customers’ patronage.
Book Synopsis The Relationship Between Service Quality and Customer Satisfaction in Some Selected Nigerian Banks by : Bashir Lawal
Download or read book The Relationship Between Service Quality and Customer Satisfaction in Some Selected Nigerian Banks written by Bashir Lawal and published by . This book was released on 2012 with total page 34 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Examining Service Quality and Customer Satisfaction in the Nigerian Banking Sector by : Stephen Ayanrinola Oyewole
Download or read book Examining Service Quality and Customer Satisfaction in the Nigerian Banking Sector written by Stephen Ayanrinola Oyewole and published by . This book was released on 2016 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Effect of Training on Employees' Performance in Nigerian Banking Industry by : Olagunju Mary Mofoluwake
Download or read book Effect of Training on Employees' Performance in Nigerian Banking Industry written by Olagunju Mary Mofoluwake and published by AuthorHouse. This book was released on 2014-02-10 with total page 309 pages. Available in PDF, EPUB and Kindle. Book excerpt: Employee training has been identified as an important factor in the survival of banking business, particularly in a globally competitive economy with uncertainty as in Nigeria. The Nigerian banking industry faces a number of challenges in relation to employee development. This study investigated the effects of training and manpower development on employee performance in Nigerian banking industry. The survey research design was used. The population of the study comprised 30,006 employees in the Nigerian banking industry from which a sample of 379 respondents was selected using purposive sampling technique. The population was broken into various strata in line with the hierarchy of office seniority. The study concluded that there is need for the Nigerian banking industry to adopt manpower training as an innovative tool for improving employee performance in todays dynamic banking environment.
Download or read book Customer Care written by and published by . This book was released on 2005-01-01 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis It Innovations and Customer Satisfaction in Nigerian Banks by : Omoneye Olasanmi
Download or read book It Innovations and Customer Satisfaction in Nigerian Banks written by Omoneye Olasanmi and published by LAP Lambert Academic Publishing. This book was released on 2010-12 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt: Originally, banking in Nigeria was dominated by manual transactions. However during the 70s, Nigerian banks had become aware that information technology (IT) had much to offer the industry. Banks were later able to use IT to gently bring down the real cost of their backlog of office activities and to introduce a number of product innovations conventionally called "technology delivery innovations". It is however deplorable that at a time customers are getting excited by the potentialities of IT innovations through services, banks appear to be relapsing into old habits of inefficiency and failure to meet customer s expectations through quality services. There is frequent network failure or simple instructions at ATMs which reads, "this machine is unable to dispense cash" or "this machine is temporarily out of service, please try again later". Moreover, some electronic security doors beep at the appearance of small metals, keys or even belts, thus preventing easy access into a banking hall. This study thus seeks to find out if the innovations provided through the use of IT by banks have impacted positively or negatively on customer satisfaction.
Book Synopsis Influence of Demographic Variables and EBanking on Perceived Customers Service Delivery in the Nigerian Banking Sector by : Adesina Ayobami Adekunle
Download or read book Influence of Demographic Variables and EBanking on Perceived Customers Service Delivery in the Nigerian Banking Sector written by Adesina Ayobami Adekunle and published by . This book was released on 2009 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The present study examined the influence of demographic variables and electronic banking on perceived customers' service delivery in the Nigerian Banking Sector. A total of 131 respondents completed and returned the questionnaire administered. Three hypotheses were tested using the t-test for two independent samples and the 2x2 ANOVA. The results showed that sex of customers has a significant influence of services quality perception, that electronic banking has a significant influence on customers' perception of quality service delivery, and finally that there was no significant influence of age on customers' perception of quality service delivery. Recommendations were made based on the above findings.
Book Synopsis The Effect of Consumer Relationship Management (CRM) on Employees' Performance in the Banking Sectors, Lagos by : Juliet Iwenya
Download or read book The Effect of Consumer Relationship Management (CRM) on Employees' Performance in the Banking Sectors, Lagos written by Juliet Iwenya and published by GRIN Verlag. This book was released on 2023-03-08 with total page 29 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2021 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This paper examines the effect of consumer relationship management (crm) on employee’s performance in the banking sectors, Lagos. The research addresses the major problem associated with the adoption of customer relationship management by Nigerian banks which eventually exposes banks and customers to intense competition. The study was carried out in Ojo Local Government Area of Lagos State, Nigeria and it was targeted a population of 150 employees and customers of selected banks. Survey research method was used and data from the study were drawn from both primary and secondary sources. A sample size comprising 50 employees and customers were selected using stratified sampling technique and random sampling techniques. Quantitative data from the study was analyzed through descriptive statistics.
Book Synopsis Investigating the Effect of Convenience, Accessibility and Reliability on Customer Satisfaction in the Nigeria Banking Industry by : Mohammed Sani Abdullahi
Download or read book Investigating the Effect of Convenience, Accessibility and Reliability on Customer Satisfaction in the Nigeria Banking Industry written by Mohammed Sani Abdullahi and published by . This book was released on 2019 with total page 19 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study investigates the effect of convenience, accessibility and reliability on customer satisfaction in the Nigeria banking industry. The target populations of the study are customers of Jaiz Bank, BUK Road Branch in Kano State, Nigeria and the stated bank branch serves as the scope of the study. The population of the study consists of 10,580 customers of the focused bank in question, and 371 respondents make up the study sample size and it was captured out of the stated population which was obtain through research advisors table of sample size determination. Structured questionnaire was employed as the method of data collection, while regression analysis was employed as the method of data analysis that tests the hypothesized hypotheses of the study. The result indicates that electronic accessibility and convenience has significant and positive effect on customer satisfaction. The result of the study also found that electronic reliability has negative effect on customer satisfaction. This study recommends that banks should enlighten and educate customers judiciously on the use of electronic services such as SMS (Mobile) banking, web/internet banking and e-switch, POS banking services that are not well patronized. Internet banking should be well developed in other to face competition in the banking industry and maintain profit.
Author :Foluso Modupe Adeyinka Publisher :Nigerian Institute of Social and Economic Research (NISER), University of Ibadan ISBN 13 : Total Pages :46 pages Book Rating :4.3/5 ( download)
Book Synopsis Impact of Information and Communication Technologies (ICT) on Employment in Nigerian Banks by : Foluso Modupe Adeyinka
Download or read book Impact of Information and Communication Technologies (ICT) on Employment in Nigerian Banks written by Foluso Modupe Adeyinka and published by Nigerian Institute of Social and Economic Research (NISER), University of Ibadan. This book was released on 1999 with total page 46 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Issues in Human Resource Utilization by : Financial Institutions Training Centre
Download or read book Issues in Human Resource Utilization written by Financial Institutions Training Centre and published by . This book was released on 2000 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector by : Panwar, Upendra Singh
Download or read book Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector written by Panwar, Upendra Singh and published by IGI Global. This book was released on 2016-04-11 with total page 529 pages. Available in PDF, EPUB and Kindle. Book excerpt: Economic growth is directly impacted by a multitude of different industries; in recent years, the service industry has emerged as a significant contributor to the global economy. As such, the effective management of this sector has become a widely studied topic. The Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector is an authoritative reference source for the latest research on emerging methods for innovative service design and delivery, examining how growing customer expectations and global competition has influenced this industry. Featuring quality factors, marketing tools, and the effects of consumer behavior, this publication is ideally suited for researchers, professionals, and academicians actively involved in the service industry.
Book Synopsis The Effect of Financial Technology Services on Banks Customers Satisfaction in Nigeria by : Grace Iriobe
Download or read book The Effect of Financial Technology Services on Banks Customers Satisfaction in Nigeria written by Grace Iriobe and published by . This book was released on 2017 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Research project sets out to examine the impact of financial technology services on bank's customer satisfaction in Nigeria. The objective of this study is specifically to examine whether financial technology has improved bank's customer satisfaction in Nigeria. The study adopted explanatory and casual research design. The population of the study comprised universities students in Nigeria out of which 5 universities were randomly selected. The primary data was collected through the administration of 250 structured questionnaires to the universities. Out of the 250 questionnaires administered, two hundred and forty-three (243) was properly filled and returned. SPSS (Statistical package of social sciences) was used to analyze and present the data collected. The result of the study revealed that accessibility of financial technology services, transaction cost, availability of technology service, operations of technology services and business effect bank's customer satisfaction and finally convenience and security effect bank's customer satisfaction. It can however be concluded that the quality of financial technology have a positive significant effect on bank's customer satisfaction More so, the result from the questionnaires distributed showed that effective financial technology services helps to satisfy and retain customers and continual satisfaction leads to increase in the income generated by the banks.
Book Synopsis The Nigerian Banking System in the Context of Policies of Financial Regulation and Deregulation by : Adedoyin Soyibo
Download or read book The Nigerian Banking System in the Context of Policies of Financial Regulation and Deregulation written by Adedoyin Soyibo and published by . This book was released on 1992 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt:
