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Banks New Products And Customer Satisfaction In The Nigerian Banks
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Book Synopsis Banks' New Products and Customer Satisfaction in the Nigerian Banks by : Timothy Terseer Alabar
Download or read book Banks' New Products and Customer Satisfaction in the Nigerian Banks written by Timothy Terseer Alabar and published by LAP Lambert Academic Publishing. This book was released on 2015-12-09 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book Banks' New Products and Customer Satisfaction in the Nigerian Banks is written to provide a broad based insights into the impressing world of banking in Nigeria. As an empirical research work conducted in the country, the book adopts an interactive approach in laying a solid and theoretical background for the understanding of critical banks innovations and the value chain for banks patronage.With its clear and concise touch, the work is ideal for practitioners, self-study and equally meets the requirements for students of Banking, Marketing and Business Administration in Nigeria. It is a must read and learner friendly work.
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 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 Assessing the Influence of Islamic Banks' Products' Quality Features on Customer Satisfaction in Nigeria by : Bashir Baba
Download or read book Assessing the Influence of Islamic Banks' Products' Quality Features on Customer Satisfaction in Nigeria written by Bashir Baba and published by . This book was released on 2018 with total page 15 pages. Available in PDF, EPUB and Kindle. Book excerpt: Islamic banking is essential in today's competitive banking markets. Research in Islamic banking worldwide is focused mainly on how distinct is Islamic banking from the conventional banking. This research aims at investigating the factors responsible for the satisfaction of Islamic banking customers. The study seeks to identify the Islamic banking products' quality features as they relate to customer satisfaction, to examine the level of customer satisfaction on Islamic banking products' in Nigeria. Three research questions and four hypotheses are formulated to guide the study. The methodology employed was a quantitative approach using a questionnaire as a tool for the collection of data. The respondents for this study are customers of Ja'iz bank Nigeria plc, the major Islamic bank in Nigeria. A convenient sampling technique was adopted to select the sample from the population (customers) of the Ja'iz bank plc. in Northern Nigeria. Hence self-administered questionnaire was chosen to gather the data. The data analysis was done using Statistical Package for Social Sciences (SPSS) version 23.0 and PLS-SEM 3. The results show that perceived quality of the products significantly influences customers satisfaction. It also indicates that there is a higher correlation between the cost of using the products and the level of customer satisfaction, that is to say, customers are very cost conscious as they would like to use the products at a lower cost than the current obtainable one. The customers also showed a higher level of convenience in using the Islamic banking products, and compliance score indicated that the customers are satisfied that Islamic bank in Nigeria is Shari'ah compliant. This result serves as a signal to service providers in knowing what type of the products customers enjoyed using, and which of the products needed improvement so as to provide customers with what they want most, in order for the banks to keep the existing customers intact and lure more potential customers, and to the policymakers, regulators and other relevant stakeholders to play their respective roles toward sustaining Islamic banking industry in Nigeria.
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 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 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.
Book Synopsis Product Modification and Market Research. Key Strategies for Success in the Nigerian Banking Sector by :
Download or read book Product Modification and Market Research. Key Strategies for Success in the Nigerian Banking Sector written by and published by GRIN Verlag. This book was released on 2024-03-14 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2023 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, , language: English, abstract: This thesis aims to highlight the significance of product modification and marketing within the Nigerian financial market landscape. By analyzing the impact of marketing research on product adjustments and their acceptance by customers, particularly in the banking sector, the article explores how banks can increase their market shares and enhance their competitiveness. In Nigeria's competitive financial market, a seller's market where the challenge lies not in selling but in offering quality, safety, and reliability, the need to attract customers through compelling product offerings is paramount. A study conducted with questionnaires among staff of Intercontinental Bank Plc and their customers reveals the critical role of market research in product modification. Utilizing statistical methods, such as chi-square statistics, it becomes evident that adjusting products based on customer feedback and market insights is crucial for increasing banks' market shares and improving their competitive edge. This article emphasizes how targeted product modifications, grounded in thorough market research, can enhance customer acceptance and ultimately boost business success.
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 Quality of E-Banking Services on Customer Satisfaction and Corporate Image by : Mustapha Tosin Balogun
Download or read book The Quality of E-Banking Services on Customer Satisfaction and Corporate Image written by Mustapha Tosin Balogun and published by . This book was released on 2016 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This paper seeks to see h ...
Book Synopsis Effect of Relationship Marketing on Customer Satisfaction in Access Bank PLC, Ibadan by : Ibukun Iwalewa
Download or read book Effect of Relationship Marketing on Customer Satisfaction in Access Bank PLC, Ibadan written by Ibukun Iwalewa and published by . This book was released on 2022 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Nigerian banking sector has gone through a challenging time in the last two decades(Ozemhoka & Abieyuwa, 2014). The banking restructuring at various times and different policies of government had brought about increased competition into the banking environment. Many customers of some distressed banks are yet to recover from the massive sum of deposits lost in the process(Gololo, 2018). This challenge brought about distrust and loss of customers' confidence in the safety of their funds. The current economic downturn and the policy of treasury single account (TSA) by the Federal Government of Nigeria had drastically reduced the flow of funds in the Nigerian banking system as government and its agencies keep money in the Central Bank of Nigeria (CBN) (Ndubuaku, Ohaegbu, and Nina, 2017). According to Ndubuaku, et al., 2017), TSA policy of the Federal Government of Nigeria reduced deposits in the banking sector, credit to the private sector and also loan and advances to the investors. It has, therefore, increased the need for the banking sector to be more aggressive in their marketing orientation. It has also become necessary to re-build the confidence of customers from enormous loss of previous restructurings. Development of relationship marketing as a strategic option becomes a veritable tool available to the Nigerian banking subsector to rebuild customers the confidence in relating more personally with them. This strategic option aims at attracting customers through competitive and unparalleled service delivery demonstrated through effective organizational communication, competence and trust.
Book Synopsis The Role of Internet-based Technology in Customer Satisfaction in the Banking Sector by : Jones Oluchukwu Mordi
Download or read book The Role of Internet-based Technology in Customer Satisfaction in the Banking Sector written by Jones Oluchukwu Mordi and published by . This book was released on 2020 with total page 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 Marketing and Mobile Financial Services by : Aijaz A. Shaikh
Download or read book Marketing and Mobile Financial Services written by Aijaz A. Shaikh and published by Routledge. This book was released on 2018-12-21 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mobile financial services (MFS) are of major interest and importance to both researchers and practitioners. The role played by nonbanking actors including telecoms and FinTech firms as well as other participants, such as PayPal and Amazon, in developing and deploying innovative financial and payment services is undeniable. Peer2peer (P2P) payments from nonbank services are becoming increasingly commonplace and will shortly be codified by EC (EU?) regulations requiring banks to provide access to consumer data for third-party app developers and service providers. Three major mobile financial systems—mobile banking, mobile payments, and branchless banking—currently dominate the electronic retail banking sector. Although interconnected and interrelated, their business models, regulatory frameworks, and target markets are distinct. This book provides a unified perspective on MFS and discusses its evolution, growth, and future, as well as identifying the frameworks, stakeholders, and technologies used in financial information systems in general and MFS in particular. Academics and researchers in digital and financial marketing will find this book an invaluable resource, as will bank executives, regulators, policy makers, FinTech professionals, and anyone interested in how mobile technology, social media and financial services will increasingly intersect.
Book Synopsis Perception of High-Technology Products and Services by Bank Customers in Anambra State by : Celestine Sunday Ogonna Okaro
Download or read book Perception of High-Technology Products and Services by Bank Customers in Anambra State written by Celestine Sunday Ogonna Okaro and published by . This book was released on 2017 with total page 33 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study attempts to investigate the perception of high-technology products and services by bank customers in Anambra state. There is no doubt that the advent of technology-based credit assessment system, technology-driven products development, and computerized human resources management systems, financial planning and monitoring systems has completely altered the manner the banks organize their operations as well as the terrain for competition in the banking industry in Nigeria and globally. It has become pertinent to investigate the perception of the customers who patronize these products and services.It was discovered that the eventual introduction of high-technology products and services did not come with all the promises and benefits, however, the products made visible impact on the economic, social and cultural life of banks customers and enjoys greater patronage among the elite in the communities. The author recommended among others that, banks should develop a marketing strategy that will create enduring relationship between the bank, the customer and his business; design and develop products and services that will surpass the expectations of the customers; and develop a multiple service delivery channels that must meet customers' needs anytime, anywhere.
Book Synopsis An Empirical Investigation Into the Effects of Customer Relationship Management on Bank Performance in Nigeria by : Adewale Adegoke Alawiye-Adams
Download or read book An Empirical Investigation Into the Effects of Customer Relationship Management on Bank Performance in Nigeria written by Adewale Adegoke Alawiye-Adams and published by . This book was released on 2014 with total page 65 pages. Available in PDF, EPUB and Kindle. Book excerpt: The information age has created a new segment of knowledgeable customers. It has become very imperative for Banks to pay close attention to the roles of more active groups of customers. This study therefore aims to provide the results of an in-depth investigation of the link between Customer Relationship Management (CRM) and Bank Performances in the financial services industry. Customer Relationship Management literature acknowledges the proactive nature of the firm's strategy by building on relationships with customers. Relationships help create unique, difficult to imitate knowledge for firms, which seek to understand how advances in relationship marketing enhance our understanding of knowledge required for competitive success, and how advances in relationship knowledge and marketing actually assist the process of advancing Bank Performance.For the purpose of this research, the historical and survey research methods were adopted. Data were collected from both primary sources, using some three Nigerian Commercial Banks (Access Banks, Skye Bank and Wema Banks) and secondary sources. Hypothesis formulate were tested using the chi-square analysis. The study found out that Customer Relationship Management has a positive impact on Banks performances. Customer relationship management is the process of managing detailed information about individual customer and carefully managing all customers touch points to maximize customer loyalty. A customer's touch is any occasion in which a customer encounters the brand and product from actual experience to personal or mass communications to causal observation. Customer relationship management is used by banks and other organization as a business strategy to increase performance through customer satisfaction.The study therefore recommends amongst others that Banks Staffs should be adequately and continuously trained and equipped on practices in Customer Relationship Management and should be given frequent seminars reminding them on the importance of CRM and to also update their knowledge. And this would ensure inter-personal relationships between the staff and their customers to ensure free flow of information and complaints from the customers.
