IMPACT OF QUALITY SERVICE DELIVERY ON CUSTOMER SATISFACTION IN DEPOSIT MONEY BANKS IN NIGERIA

Author: Eshiett, Idongesit Oto

Supervisors: Abubakar M. Y; Malachy O.D.Y and Musa Idris

The inherent competition in the banking sector today as a result of development in information and communication technology has created a sense of awareness and increase in knowledge which had led to customer‟s disconfirmation and customer‟s attrition. Hence, the study seeks to investigate the impact of Quality Service delivery on customer satisfaction deposit money banks in Nigerian, to achieve these objectives of evaluating the level of significance impact of the independent variable on the dependent variable customer‟s satisfaction; five (5) hypotheses were formulated from the structured questionnaire which was based on five (5) SERVQUAL dimensions. These are Tangibility, Reliability, Empathy, Assurance and Responsiveness. Five hundred (500) copies of the questionnaire were administered to the customers of the selected Deposit Money Banks in Nigeria out of which three hundred and eighty nine (389) copies were retrieved and collated for analysis using multiple regression the result of the analysis shows a positive significant relationship between quality service delivery and customer satisfaction, taking cognizance of SERVQUAL dimensions. However, based on findings, Responsiveness made the highest contribution to SERVQUAL dimensions reliability, empathy, andAssurance were significant while tangibility was least significant. It is apparent from the result in the study that managers and decision makers in Nigerian Money Deposit Banks should seek to improve on Responsiveness as this element of service quality made the most significant contributions to customer satisfaction, by training, re training and improving on its labor force on the psychology of human relations in other to interact appropriately with her customers for effective performance.