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