Determinants Of Customer Satisfaction Among Depositors In Selected Banks In Abia State

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