Customer Service and its Effect on the Banking Business in Nigeria

Abstract

Customer service is the series of activities designed to enhance the level of customer satisfaction-that is, the feeling that a product or service has met the customer’s expectation and even beyond his/her expectation. The main objective of the study is to assess customer service and its effect on banking business in Nigeria. Within this framework, the study seeks to find out if waiting situations and timely services will affect customers’ satisfaction and increase service efficiency. Data were collected using questionnaires and were analyzed using descriptive statistical tools which included the use of frequency, percentages and Pearson Correlation Coefficient. The study found out that customers are dissatisfied with long waiting times, they want timey services and at their convenience. Anything short of this might be an indication that there is a pervasive problem in banking services offered. The study concluded that Customer satisfaction provides an indication of how successful an organisation is at providing products and/or services to the marketplace.

Keywords: Customer service, Customer satisfaction, Waiting time, Delivery channels, Products.