Download complete project materials on Effect Of Quality Service Delivery On Customers Satisfaction In Nigerian Banking from chapter one to five
ABSTRACT
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The study examines the effect of quality of service delivery on customers satisfaction using United Bank for Africa Plc Kaduna as a Case Study. The theoretical basis for the study was obtained through review of literature using textbooks, journals, conference papers and internet among others. The population of the study is 63and 56 was sampled out using Krecjie and Morgan Table.
The instrument used for the collection of data was questionnaire 56 copies of questionnaires were administered to the respondents and 48 copies were filled and returned.
For the analysis, research questions of five point likert scale were formulated to generate answers and chi-square was used to test the hypotheses formulated.
Based on the data analyzed on the topic under study, findings revealed that quality of service delivery has effects on customers satisfaction as it quality service delivery has brought about greater increase in customers’ patronage in United Bank for Africa Plc.
The study recommends among others that Management of United Bank for Africa and other organizations in the same sector should ensure that their delivery is of quality services to allow their customers derive satisfaction. Likewise, management of organizations should ensure that their customers are satisfied either through quality service, cost, performance, efficiency among others.
Chapter one
Bank plays important role in the process of economic growth and development through the service they render to individuals, corporate organizations and government. The role is basically the financial intermediation between the surplus and deficit sector of the economy.
The functions of banks financial intermediation are to increase the pace of economic growth and development in all economy of the world. A bank’s business is based on its ability to operate as an effective financial intermediary.
Bank revenue or income is normally accrued from service they provide to their customers. Therefore the more the numbers of customers a bank has the higher is likely to be the volume of transactions earned. Thus, bank need to satisfy customers in order to generate income.
While on the other handan individuals, corporate organizations and government need finance and banking service to help in the smooth operations of their various economic activities concerning different sector(Ekutu, 2010).
Banks offers various services to their client, corporate bodies, and government, which consist of operating account, making transfer, saying standing orders, collecting deposit from customers and given them interest, lending loans to customer (with an interest), safeguarding customers valuables by means of safe deposit vaults, providing investment service like mutual funds and selling of foreign currencies etc.
It is important to understand what ‘customer satisfaction’ actually means. In business circles, the term refers to the kind of products and services a company provides in order to meet and exceed its customers’ expectations (Selvakumar, 2015).
The definitions of service quality vary only in wording but typically involve determining whether perceived service delivery meets, exceeds or fails to meet customer expectations (Agyapong, 2011).
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