Effects of service delivery quality on customer satisfaction of deposit money banks in Nigeria

Abstract

The study assessed the effects of service delivery quality on customer satisfaction among deposit money banks in Osun state, Nigeria. Specifically, the objectives were to assess the perceived service delivery quality of deposit money banks, identify the services offered by deposit money banks and evaluate the customer satisfaction of the deposit money banks. The study was carried out in Osun state and used the survey method. Purposive sampling technique was used to select a total 125 respondents who were customers of at least one deposit money bank. Data collected were analyzed using descriptive and inferential statistics. The results showed that 43.2 percent of the respondents were civil servants, majority were highly knowledgeable about deposit money banks services such as ATMs, Electronic Fund Transfer (EFT), Electronic Bill Payment (EBP), E-Cheque, Internet Banking, Mobile Banking and Debit Cards, 68.8 percent perceived the quality of service delivery as average while 61.6 percent also rated the customer satisfaction as average. The test of hypothesis showed a positive and significant relationship between quality of service delivery (r=0.793, p =0.000*) and customer satisfaction. The study concluded that customer satisfaction and quality of service delivery in deposit money banks was average and improved quality of service will lead to an increase in the level of customer satisfaction.

Keywords: Customer satisfaction, service delivery