The aim of the study is to determine the influence of service quality indicators; the critical predictor of satisfaction to financial institutions in Lagos State. The study has applied service quality indicators in evaluation of valuation services; it overhauls the entire valuation services, giving overall rating of the services in all ramifications. The rating reveals the extent to which valuation services provided meet expectation of FI. Primary data sourced from financial Institution were analyzed using Structural Equation Model while literature review which constitutes secondary data gives the study a footing. Reliability is found to be the most influential or the critical predictor of FI satisfaction, in other word it is the most sought out for among the service quality indicators and Assurance as next in rank; the other three are in this order: Empathy, Responsiveness and Tangible. This is evident from the highest Beta value of 0.328 recorded by Reliability among other indicators in the structural model developed. Assurance as the next in ranking recorded 0.258 Beta value, the two recorded significant contribution to customers’ satisfaction. The paper is an empirical study among financial Institutions in Nigeria. Information from 78 financial institutions (FI) were analyzed using Structural Equation Model. It has developed a model that relates service quality of outsourced valuation service and user (FI) satisfaction in Lagos State and Nigeria by generalization. The model developed has contributed to body of knowledge in academics. Professionals as well are guided on what mostly influence Financial Institution satisfaction with their services for their relevance in the profession and patronage.
Keywords: Lagos, Satisfaction, Service Quality, Valuation, financial institutions
