Effects of quality service on customer satisfaction of selected banks in Jalingo metropolis, Taraba State - Nigeria

Abstract

This study examined the effect of service quality on customer satisfaction in Nigerian banks. Based on theoretical paradigm, relationships were delineated between service quality’s dimensions (delivery of quality service, reliability, tangible of quality, quality assurance) and customer satisfactions of banks. Having collected data from sample size of 387 customers of
Zenith Bank Plc, United Bank for Africa Plc and Unity Bank Plc in Jalingo metropolis, and analyzed the data with inferential statistical tool using Pearson’s Product Moment Correlation aided by Statistical Package for Social Sciences (SPSS), the results of the study show there is significant and positive effect of banks tangibles of quality service delivery on customers’ satisfaction. It also depicts that there is significant and positive effect of service responsiveness of banks on the delivery of quality service on customers’ satisfaction. Moreover, the results show there is significant and positive effect of reliability of banks in delivery of quality service on customer satisfaction and there is also significant and positive effect of quality assurance of delivery of quality service on customers’ satisfaction. Thus, the study recommends among others that bank should strive to be reliable; there should be uniformity in the performance and trustworthiness. Banks should also be keeping promises, resolving customers’ complaints,
and timeliness in service responsiveness.