This study empirically examined whether there are any significant differences on demographic and customer satisfaction towards banking services in Benin City, Nigeria. The research design employed in this study is the cross-sectional survey methodology. Three hundred and sixty seven (367); (91.75%) copies of questionnaire were returned, vividly filled and found suitable were imputed for the final data analyses. Independent samples t-Test and one-way Analysis of Variance (ANOVA) F-Test were utilized to test the hypotheses. The study found out that gender, age and occupation have positive relationships and significant differences, while marital status has an inverse relationship, but significant difference, in conclusion occupation has a positive relationship, though insignificant difference. The study recommends that regulatory and supervisory authorities should formulate and implement appropriate policies, in addition staff training and development in up-skilling and re-skilling should be boosted consistently and to conclude, demographic attributes should be considered as significant factors when delivering banking services to customers.
The study explored the influence of service quality dimensions on customer satisfaction in the Nigerian banking industry. A collection of four hundred (400) customers of sixteen Deposit Money Banks (DMBs) quoted in the Nigerian Stock Exchange (NSE) that operates in Benin City, Edo State, Nigeria were given questionnaires for the study, out of which three hundred and sixty seven (367) were found fit in testing the formulated hypotheses. Data collected through questionnaires administration were analyzed using descriptive and inferential statistical instruments. Findings from the study show that service quality tangibility and reliability are statistically insignificant with customer satisfaction within the quoted DMBs in Nigeria. The study recommends that management of DMBs should enhance the appearance of staff, communication materials, physical facilities and equipment among others. Also, banks management and staff should provide adequate procedures to perform their promise service dependably and accurately.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
hi@scite.ai
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.