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PLEASE READ THE INFORMATION BELOW.THANK YOU!
INFORMATION:
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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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