Effects Of Service Quality On Customer Satisfaction (A Study Of First Bank And Access Bank Plc) In Umuahia Metropolis Abia State, Nigeria
ABSTRACT
This research work
concentrated on the effect of service quality on customer satisfaction in first
bank and access bank plc, Nigeria. The study examined the effects of service
responsiveness on customer loyalty, service empathy on customer referrals, service
reliability on customer satisfaction, service tangibility on customer retention
and service assurance on consistent customer patronage. Survey method of
research design was adopted and sample size of 398 was determined using Taro
Yamane formula. The data collected through questionnaire were analyzed using
descriptive statistics and simple regression. The findings show that service
responsiveness has a significantly positive effect on customer loyalty (β =
0.067, t = 3.046, p<0.05), that service empathy has a significant positive
influence on customer referrals (β =
0.060, t = 2.748, p<0.05), that the relationship between timely
service reliability and customer satisfaction is strong and positive (r = .512,
P<.05), that tangibility has positive and significant effect on customer
retention with β = .987, and there is a positive relationship between service
assurance and consistent patronage at 0.712. The study recommended Banks in the
quest for better service quality should carry their customers along by considering
their age, statuses and exposures and management of banks should continue in
the training process of their employees to enable them manage customers
grievances better and explain more to customers who are confused with their
services.
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OGBATU, O (2022). Effects Of Service Quality On Customer Satisfaction (A Study Of First Bank And Access Bank Plc) In Umuahia Metropolis Abia State, Nigeria . Repository.mouau.edu.ng: Retrieved May 08, 2024, from https://repository.mouau.edu.ng/work/view/effects-of-service-quality-on-customer-satisfaction-a-study-of-first-bank-and-access-bank-plc-in-umuahia-metropolis-abia-state-nigeria-7-2
OGBATU, OGBATU. "Effects Of Service Quality On Customer Satisfaction (A Study Of First Bank And Access Bank Plc) In Umuahia Metropolis Abia State, Nigeria " Repository.mouau.edu.ng. Repository.mouau.edu.ng, 15 Nov. 2022, https://repository.mouau.edu.ng/work/view/effects-of-service-quality-on-customer-satisfaction-a-study-of-first-bank-and-access-bank-plc-in-umuahia-metropolis-abia-state-nigeria-7-2. Accessed 08 May. 2024.
OGBATU, OGBATU. "Effects Of Service Quality On Customer Satisfaction (A Study Of First Bank And Access Bank Plc) In Umuahia Metropolis Abia State, Nigeria ". Repository.mouau.edu.ng, Repository.mouau.edu.ng, 15 Nov. 2022. Web. 08 May. 2024. < https://repository.mouau.edu.ng/work/view/effects-of-service-quality-on-customer-satisfaction-a-study-of-first-bank-and-access-bank-plc-in-umuahia-metropolis-abia-state-nigeria-7-2 >.
OGBATU, OGBATU. "Effects Of Service Quality On Customer Satisfaction (A Study Of First Bank And Access Bank Plc) In Umuahia Metropolis Abia State, Nigeria " Repository.mouau.edu.ng (2022). Accessed 08 May. 2024. https://repository.mouau.edu.ng/work/view/effects-of-service-quality-on-customer-satisfaction-a-study-of-first-bank-and-access-bank-plc-in-umuahia-metropolis-abia-state-nigeria-7-2