Service Quality In The Nigerian Banking Industry

DOWNLOAD

Download Service Quality In The Nigerian Banking Industry PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get Service Quality In The Nigerian Banking Industry book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page

Service Quality In The Nigerian Banking Industry

DOWNLOAD

Author : Bukola Oyedokun
language : en
Publisher: GRIN Verlag
Release Date : 2020-12-23

Service Quality In The Nigerian Banking Industry written by Bukola Oyedokun and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-12-23 with Business & Economics categories.

Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.

Service Quality On Customers Patronage Selected Banks In Ogun State

DOWNLOAD

Author : Ismaila Akintan
language : en
Publisher: GRIN Verlag
Release Date : 2021-07-26

Service Quality On Customers Patronage Selected Banks In Ogun State written by Ismaila Akintan and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-07-26 with Business & Economics categories.

Master's Thesis from the year 2016 in the subject Business economics - General, grade: 6.3, , language: English, abstract: This study analyses the effect of service quality dimensions on customers’ patronage of selected banks in Ogun State, Nigeria. It investigates the relationship between service quality dimensions and customers’ patronage using Bank Service Quality model dimensions. It also determines factors responsible for customers staying on queue for longer periods of time while awaiting bank services, assesses the level of customer satisfaction about services rendered by money deposit banks with a view of identifying factors that were responsible for customer disloyalty in patronising banks. The study employed Simple random sampling to select six banks namely First Bank Plc, United Bank of Africa Plc, Guarantee Trust Bank Plc ,Access Bank, First City Monument Bank and Zenith Bank Plc for this study. Convenience sampling method was used to select 240 customers of the selected banks. The data were analysed through the use of Statistical Package for Social Science (SPSS), while Pearson’s correlation co-efficient and multiple regression analysis were used to test the hypotheses formulated whether significant relationship exist between service quality dimensions and customers’ patronage.

Effect Of Training On Employees Performance In Nigerian Banking Industry

DOWNLOAD

Author : OLAGUNJU, MARY MOFOLUWAKE, PhD
language : en
Publisher: Author House
Release Date : 2014-02

Effect Of Training On Employees Performance In Nigerian Banking Industry written by OLAGUNJU, MARY MOFOLUWAKE, PhD and has been published by Author House this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-02 with Business & Economics categories.

Employee training has been identified as an important factor in the survival of banking business, particularly in a globally competitive economy with uncertainty as in Nigeria. The Nigerian banking industry faces a number of challenges in relation to employee development. This study investigated the effects of training and manpower development on employee performance in Nigerian banking industry. The survey research design was used. The population of the study comprised 30,006 employees in the Nigerian banking industry from which a sample of 379 respondents was selected using purposive sampling technique. The population was broken into various strata in line with the hierarchy of office seniority. The study concluded that there is need for the Nigerian banking industry to adopt manpower training as an innovative tool for improving employee performance in today's dynamic banking environment.

Managing Service Quality With Technological Innovations In The Banking Industry

DOWNLOAD

Author : Sheerali Arya
language : en
Publisher:
Release Date : 2021-03-17

Managing Service Quality With Technological Innovations In The Banking Industry written by Sheerali Arya and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-03-17 with categories.

Academic Paper from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, language: English, abstract: This research tries to examine the impact of service quality on customer satisfaction in Banking Industry of India. The researcher has collected primary data from 850 customers of public, private and foreign sector banks operating in the northern region of India namely Delhi NCR, Uttar Pradesh, Rajasthan and Punjab. The researcher also took feedback from 50 bankers including one Senior Manager from each Bank to analyze their perspective and initiatives taken at strategic level to ensure optimum customer satisfaction is provided. The data was collected through a structured questionnaire for both customers and bankers. The secondary data was collected from academic journals, bank annual reports and credible websites. The aim of this research is specifically to analyze the dimensions of the perceived and expected service quality and its effects on customer satisfaction. Customer satisfaction is paramount to any sector which provides service and needs to sustain its advantage over the competitors. The Banking Industry of India is highly competitive with the advent of recent entrants into the market functioning along with well-established Banks. It becomes imperative for senior management of banks to focus on quality of services and products offered to customers to ensure their growth and retention Banks need to continuously innovate their methodologies and techniques to remain at the fore front. Even though the different sector of Banks in India are making huge efforts in achieving this objective, there is not enough proof to demonstrate comparative analysis of how customer satisfaction is impacted by the quality of their services, leaving a major gap in Indian literature.

Information Communication Technologies Icts In The Banking Sector In In Abak Town Nigeria

DOWNLOAD

Author : Edikan Ukpong
language : en
Publisher: GRIN Verlag
Release Date : 2019-12-03

Information Communication Technologies Icts In The Banking Sector In In Abak Town Nigeria written by Edikan Ukpong and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-12-03 with Business & Economics categories.

Academic Paper from the year 2013 in the subject Communications - Media Economics, Media Management, grade: B (60), , language: English, abstract: Over the years, the advent of Information Communication Technologies has brought remarkable changes to the way people live their live and do businesses today. Most sectors of our economy both nationally and globally are fast adopting the use of Information and Communication Technologies to advance the course of their duties; to enhance quality customers’ service delivery and internal operations. This has brought about remarkable development in these sectors of our economy. Most specifically to the context of this work, the banking industry in Nigeria has undergone remarkable development strides in the bid to improve on the quality of service rendered to its customers and to enhance the profitability of its internal operation.

Re Engineering The Financial Services Sector For Stability

DOWNLOAD

Author :
language : en
Publisher:
Release Date : 1995

Re Engineering The Financial Services Sector For Stability written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Banks and banking categories.

Customer S Choice Of Banks In Nigeria

DOWNLOAD

Author :
language : en
Publisher:
Release Date : 2004

Customer S Choice Of Banks In Nigeria written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.

Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study

DOWNLOAD

Author : Laly Antoney
language : en
Publisher: Prem Jose
Release Date :

Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study written by Laly Antoney and has been published by Prem Jose this book supported file pdf, txt, epub, kindle and other format this book has been release on with Reference categories.

Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.

Banking And Finance

DOWNLOAD

Author : Razali Haron
language : en
Publisher: BoD – Books on Demand
Release Date : 2020-12-23

Banking And Finance written by Razali Haron and has been published by BoD – Books on Demand this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-12-23 with Business & Economics categories.

The banking and finance industry plays a significant role in the economy of a nation. As such, continuous research and up-to-date feeds are necessary for it to stay competitive and resilient. Due to its revolving and dynamic nature as well as its significance and interlinkages with other industries, a well-functioning banking and finance system is vital in safeguarding the interest of all stakeholders. Banking and Finance covers a wide range of essential topics highlighting major issues related to banking and finance. The book is rich with empirical evidence, scientific researches, best practices, and recommendations, making it a compact yet handy reference for readers, especially those who are in the field of banking and finance.

Emerging Issues In Finance

DOWNLOAD

Author : Dr Saif Siddiqui
language : en
Publisher: Dr Saif Siddiqui
Release Date : 2017-10-11

Emerging Issues In Finance written by Dr Saif Siddiqui and has been published by Dr Saif Siddiqui this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-10-11 with Education categories.

Edited Conference Proceedings Volume I