Customer Service As A Determinant To Customer Satisfaction Of Selected Commercial Bank (A Study Of First Bank, Access Bank And Eco Bank)

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