Service quality and customer satisfaction: evidence from deposit money banks’ customers in Gwagwalada, FCT Abuja -Nigeria

Abstract

This paper examines the effect of service quality on customer satisfaction using customers of Deposit Money Banks (DMB) in Gwagwalada-Abuja as case study. The study employed quantitative, descriptive and explanatory survey research designs to answer the research question. The population and sample size of the study were 256 and 156 staff of the School of Nursing and Midwifery, Gwagwalada-Abuja, respectively. Through a sampling frame, asystematic random sampling technique with approximately two (2) skip interval was employed in sampling the staff. Primary data were analyzed using relative frequency and multiple regression. The study found that service quality significantly influences customer satisfaction in DMBs operating in Gwagwalada-Abuja. The study, therefore, recommends that the management of DMBs should keep improving on their service quality standards in line with changing customer quality expectations to guarantee and sustain banks prosperity.