SERVICE QUALITY AND CUSTOMER SATISFACTION IN FIRST BANK PLC OWERRI, IMO STATE
Abstract
ABSTRACT
This study examined the service quality and customer satisfaction in First Bank PlcOwerri, Imo State. Three research objectives, three research questions and three research hypotheses guided the study. Survey research design was employed and questionnaire served as the instrument of data collection. The data was collected through questionnaire and analyzed using simple percentage and chi-square. It was discovered that reliability affects customer satisfaction in the Nigeria banking industry, responsiveness affects customer satisfaction in the Nigeria banking industry and empathy affects customer satisfaction in the Nigeria banking industry. Based on the result, it was recommended that the banking industry should continue to show high level of reliability to their customers. Also, there is need for high level of responsiveness of Nigerian commercial bank to their customers to enhance satisfaction. The bank should do this by keeping customers informed on when service should be done, giving prompt service to customers and show high level of willingness to help customers.
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