Customers Satisfaction and its Implications for Bank Performance in Nigeria
No Thumbnail Available
Date
2012
Authors
Adeoye, B.A
Lawanson, O.I
Journal Title
Journal ISSN
Volume Title
Publisher
Brilish Journal Publishing, Inc.
Abstract
Satisfaction is the customer's evaluation of a product or service in terms of whether that product or service has met their needs and expectations. Happy and satisfied customers behave in a positive manner. Customer satisfaction is-derived largely from the quality and reliability of your products and services. However, almost every Nigerian bank encounters similar problems in meeting customer's expectation of services and customer satisfaction. It is against this background that this paper tries to evaluate customers' satisfaction and its
implications for bank performance in Nigeria using a primary data analysis.
Basically this paper adopts both the descriptive and explanatory survey design methods. Consequently, while the paper seeks to describe the characteristics of consumer .behaviour in terms of their satisfaction; it does not ignore the explanation of the behaviour of customers vis-a-vis its determinants and effects on bank performance in Nigeria. Findings from the paper show that customers enjoying electronic banking services are still not satisfied with the quality and efficiency of the services. This is expressed in the number of times customers physically visit banks and length of time spent before such services are received. The paper
concludes by suggesting that they should improve their service delivery to justify the benefits of electronic banking products and services. This way, customers' interest would be aroused.
Description
Staff Publications
Keywords
Customer Satisfaction , Bank Performance , Consumer Behaviour , Electronic Banking
Citation
Adeoye, B.A and Lawanson, O.I (2012) Customers Satisfaction and its Implications for Bank Performance in Nigeria. British Journal of Arts and Sociol Sciences, Vol. 5(1)