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BANK SERVICE DELIVERY AND CUSTOMERS’
SATISFACTION IN NIGERIAN BANKS
INTRODUCTION
Service
delivery is simply concerned with the provision of quality services to clients
or customers. Bank service delivery can simply be defined as the delivery or
provision of quality services to customers. Banks ability to render a more
quality service to their customers would definitely be evident in their
customer base as every customer would want a quality service. Obviously, one of
the factors that separate competitors (banks) from the other (other banks) in
the Nigerian banking industry is their level and quality of services delivery.
This is because service delivery determines the level of customers’
satisfaction and consequently, the customer base of any bank. The patronage by
customers on the service delivered by a given Bank, no doubt is dependent on
the level of the satisfaction they so derive from it. Satisfaction in relation
to bank service delivery is the customers’ evaluation of the service in terms
of whether that service met their needs and expectations (Babatunde and kemi,
2011). Happy and satisfied customers
behave in a positive manner.
The effect of service delivery by banks and
the satisfaction derivable by the customers are becoming perceptible. Given
that the contemporary customers are more informed than ever before, Leboeuf
(1988) posited that meeting their expectation as regards satisfaction is
increasingly becoming more difficult.
According to Woldie (2000), bank customers in
Nigeria have been found to be dissatisfied with the quality, of services
provided by banks. This calls for the need to actually investigate how
customers behave or get satisfied with regards to the services of commercial
banks in Nigeria.
No doubt that information from current
technologies in banking operations has improved efficiency and effectiveness of
their operations so that more transactions can be processed faster and most
conveniently. However, this development
in the Nigerian banking industry seems not to have achieved the very essence
and goal of satisfying the myriad of customers (Babatunde 2011). Long
queues are still seen in the banking
halls, bank customers still handled too much cash, and hardly the people talk
about the electronic banking service delivery that are presumed to enhance
customers satisfaction in Nigeria banking industry. Against this backdrop, this
study examines Bank services delivery and customer satisfaction in Nigeria as a
tool in increasing the customer base of banks.
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