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 among depositors in selected
bank in Nigeria using a primary and secondary data analysis. Basically this
paper adopts both the descriptive and explanatory survey design methods.
Firstly it seeks to describe the socioeconomic characteristics of consumer
behaviour in terms of their satisfaction; secondly it evaluate customers
satisfaction among depositors and thirdly it assesses the effect of low cost
services, security and privacy and ease of use on customers' financial needs
satisfaction of Automatic Teller Machines; it does not ignore the explanation
of the behaviour of customers visa-vis its determinants and effects on bank
performance in Nigeria. Based on survey responses from 120 users, the results
indicate that only privacy and security contributes significantly to the
customers' financial needs satisfaction. The results also revealed that the
socio-economic characteristics of users make no difference in the financial
needs satisfaction of ATMs users. Findings from the result shows 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
CHIKADIBIA, . (2022). Determinants Of Customer Satisfaction Among Depositors In Selected Banks In Abia State. Mouau.afribary.org: Retrieved Dec 23, 2024, from https://repository.mouau.edu.ng/work/view/determinants-of-customer-satisfaction-among-depositors-in-selected-banks-in-abia-state-7-2
.C, CHIKADIBIA. "Determinants Of Customer Satisfaction Among Depositors In Selected Banks In Abia State" Mouau.afribary.org. Mouau.afribary.org, 31 Oct. 2022, https://repository.mouau.edu.ng/work/view/determinants-of-customer-satisfaction-among-depositors-in-selected-banks-in-abia-state-7-2. Accessed 23 Dec. 2024.
.C, CHIKADIBIA. "Determinants Of Customer Satisfaction Among Depositors In Selected Banks In Abia State". Mouau.afribary.org, Mouau.afribary.org, 31 Oct. 2022. Web. 23 Dec. 2024. < https://repository.mouau.edu.ng/work/view/determinants-of-customer-satisfaction-among-depositors-in-selected-banks-in-abia-state-7-2 >.
.C, CHIKADIBIA. "Determinants Of Customer Satisfaction Among Depositors In Selected Banks In Abia State" Mouau.afribary.org (2022). Accessed 23 Dec. 2024. https://repository.mouau.edu.ng/work/view/determinants-of-customer-satisfaction-among-depositors-in-selected-banks-in-abia-state-7-2