Customer Service Quality and Performance of Tier-1 Commercial Banks in Nigeria (Published)
This study investigated the effect of customer service quality on the performance of tier-1 commercial banks in Nigeria. The objectives of the research were to specifically examine the effect of responsiveness, reliability, and empathy on operational efficiency and customer retention. Using survey research design, a sample of 384 customers of the five tier-1 banks in Abuja, were obtained from Yamane’s formula and stratified random sampling technique. Structured questionnaires were utilized to collect data and subject them to descriptive statistics, Pearson correlation, and multiple regression analysis. The results showed that responsiveness (β=0.412, p<0.05), reliability (β=0.368, p<0.05), and empathy (β=0.293, p<0.05) were the significant and positive factors that impacted operational efficiency. In like manner, responsiveness (β=0.387, p<0.05), reliability (β=0.421, p<0.05), and empathy (β=0.334, p<0.05) were the factors that led to a significant increase in customer retention. The research concluded that responsiveness, reliability and empathy dimensions of customer service quality strongly determine the performance of tier-1 commercial banks in Nigeria. Consequently, this study proffers that investing in digital infrastructure, implementing extensive staff training programs, and creating customer-centric service protocols are imperative for banks in Nigeria.
Keywords: Customer retention, Customer service quality., Empathy, Nigeria, Operational Efficiency, Reliability, Responsiveness, tier-1 banks
Service Quality and Brand Loyalty of Banks in Bayelsa State of Nigeria (Published)
Citation: Lyndon M. Etale and Emmanuel N. Jerry (2022) Service Quality and Brand Loyalty of Banks in Bayelsa State of Nigeria, British Journal of Marketing Studies Vol. 10, Issue 1, pp.47-63
The study was embarked upon with the aim of determining the nature of the relationship between service quality and brand loyalty of banks in Bayelsa State of Nigeria, and this was done using responsiveness and reliability as dimensions of service quality and brand advocacy as a measure of brand loyalty, bringing about two research questions and study hypotheses which was put to the test by the use of the Pearson correlation coefficient method with the aid of SPSS software. The study adopted the descriptive design and used a questionnaire as a means of gathering data from the customers of selected banks in Bayelsa State amounting to a total of 140, but a total of 130 copies of the questionnaire were retrieved and used for the analysis of data which informed the conclusion and findings of the research. The study revealed a significant relationship between both reliability and responsiveness as dimensions of service quality and brand advocacy as a measure of brand loyalty. The study therefore concluded that there is a significant relationship between the variables and thus made the following recommendations; Banks should give prompt and quick response to its customers‟ compliant by creating a simple and fast compliant handling system; Banks must let its customers feel safe and secured in any transaction; Banks should create a strong feedback system that enables them to relate effectively with customers and understand them better; Banks should fasten their service processes.
Keywords: Reliability, Responsiveness, Service Quality, brand advocacy, brand loyalty
Perceived Service Quality and Customer Loyalty in Retail Banking in Kenya (Published)
The main aim of this study is to examine the effect of service quality dimensions on customer loyalty to the providers of retail banking services. It investigates the relationship between service quality dimensions and customer loyalty. To achieve this purpose, data was collected from a sample of 384 current customers of commercial banks on the five dimensions of service delivery: tangibility, reliability, responsiveness, assurance and empathy. The results indicate that all the dimensions of service quality have a positive and significant influence on customer loyalty in retail banking .This finding reinforces the need for bank managers to place an emphasis on the underlying dimensions of service quality in order to create and maintain customer loyalty
Keywords: Assurance, Customer loyalty, Empathy, Reliability, Responsiveness, Service Quality, Tangibility