Quality Control of Services in the Nigerian Banking Industry

Abstract

This study examined the characteristics of a good quality service as well as the methods used in controlling quality of service in the Nigerian Banking industry. It also identified and analysed the problems involved in producing good quality service and made practical suggestions to deal with the problems. The study which was carried out between August and November 2005 used stratified random and stratified purposive sampling techniques in selecting a total of 27 banks and 135 customers respectively. The study involved questionnaire administration as well as focus group discussion. Data collected were analysed using descriptive statistics. The study discovered among others that reliability, responsiveness, unextensive waiting time, competence, courtesy, credibility and communication are major
determinants of service quality. The study also showed that epileptic power supply, unstable economic policies, unconducive working environment, and network servers= failures constituted the major problems facing good quality services in the bank industry. The study among others recommended improvement on performances of servers, provision of standby generators and consistent on-the-job training for workers to ameliorate the problems. It concluded that appropriate economic and social policies are required to ensure good quality control services as well as provision of adequate protection for banking customers and clients are required to ensure good quality control services.