ABSTRACT

The study was on effect of service delivery on the performance of selected banks in Umuahia (a study of guaranty trust bank Pie. and Eco-bank}. The objectives of the study were (1) to determine the effect of banking services mix on quality of service delivery (ii} to analyze the effect of timely service delivery on achieving customer satisfaction in the banking Industry and to determine the effect of network availability in enhancing profitability in the banking Industry. Questionnaire was adopted to collect primary data for the study which were analyzed using multiple regression model. The study concluded that - customer satisfaction is an experienced based assessment made by customers on their overall expectation of the service quality and delivery among the MTN subscribers in the study area.- That there is positive relationship between customer care, age, employment, location and gender in the determination and influence of customer service quality among the MTN subscribers in Abia State.- that though there is customer satisfaction being recorded, there are differences in their individual rating relative to location especially and this recommended that.- Bank service providers should improve their customer and service level. Such will attract, retain, and retrieve customer for the company.- bank service providers need to provide reasonable validity period that are aligned with mobile attributes to maximize this factions; this should be done periodically. Bank service providers should strive to better understand the customers, and more importantly segment them into various segments (groups) and then design strategies and programs that will satisfy these various segments profitably. Such (porter, 19 80; 2005) opined will make the organization a moving target in the particular industry.