ABSTRACT

The study investigated Customer Service as a Determinant to Customer Satisfaction of any Selected Commercial Bank. The statement of problem of this study states that Nigeria Banks have fallen short of the expectations of their customers in recent time. Thus, customers have experienced challenges ranging from delay, non-availability of staff at service points, unprofessional conduct or rudeness by the staff of the bank, poor standard of records or improper information etc. (personal observation). Customers are the major products of every bank and the way these products are managed determine the effectiveness and efficiency of the banks and ultimately their performance. The major objectives of the study evaluate the relationship between effective customer service delivery and customers’ retention. To examine the relationship between effective customer service delivery and bank operation performances. Lastly. To ascertain relationship between effective customer service management and customer’s loyalty. To achieve the objectives of the study, Statistical Package for Social Sciences (SPSS) research design was adopted. The researcher adopted primary data in getting the required information. In testing the hypothesis Pearson’s product Moment Correlation was used. The findings shows that there is a significant relationship between effective customer service delivery and customers’ retention. Secondly there is a significant relationship between effective customer service delivery and bank operation performances. Lastly, there is a significant relationship between effective customer service management and customer’s loyalty. The researcher therefore recommends that Financial institutions especially banks should value and rate the services rendered to customers.

TABLE OF CONTENTS

Title page                     i 

Declaration ii

Certification iii 

Dedication iv 

Acknowledgments v

Table of Contents vi

List of Tables            x                                                                     

Abstract                                                                                                    xii

CHAPTER ONE: INTRODUCTION                                                                                                  

1.0. Background to the study 1

1.2 Statement of the problem 3

1.3 Objectives of the study 4

1.4 Research Questions 4

1.5Research Hypotheses 5

1.6 Significance of the study 5

1.7 Scope of the study 6

CHAPTER TWO: REVIEW OF RELATED LITERATURE

2.1 Conceptual Framework 7

2.1.1. Customer Service  7

2.1.2 The customer perceived service quality 10

2.1.3 Good Customer Service  11

2.1.4 Superior Customer Service  11

2.1.5 Customer Satisfaction  14

2.1.7 Positive Aspects  14

2.1.8 Negative Aspect 15

2.1.9 Meeting Customer Service Standards 16

2.1.10. Exceeding customer expectation 16

2.1.11. Involvement of Customer 18

2.1.12. Customer Loyalty 19

2.1.13 the difference between Loyalty and Retention 20

2.1.14. Effect of Customer Satisfaction on Customer Loyalty and Retention 21

2.1.15 Barriers to customer satisfaction 23

2.2 Theoretical Framework 23

2.2.1 The modern customer service theory 23

2.2.2 Comparatively, the traditional theory 24

2.3  Empirical Framework 25

2.4 Summary of Gaps 27

CHAPTER THREE: RESEARCH METHODOLOGY  

3.1 Research Design 29

3.2 Population of the study 29

3.3 Study Area 29

3.4 Sample size and sample Techniques 30

3.5 Sources of data and data collection Method 32

3.6 Reliability and Validity of instrument 32

3.7 Model specification 33

3.8 Data Analysis Technique 34

CHAPTER FOUR: DATA PRESENTATION, ANALYSIS AND INTERPRETATION 

4.1 Discussion of Findings 35

4.2 Test of Hypotheses 54

4.3 Discussion of Findings 57

CHAPTER FIVE: SUMMARY OF FINDINGS, CONCLUSION AND 

RECOMMENDATIONS 

5.1 Summary of Findings 59

5.2 Conclusion 59

5.3 Recommendations 60

References 

Appendices