THE ROLE OF QUALITY SERVICE DELIVERY ON THE SATISFACTION OF CUSTOMERS (A CASE STUDY OF GT BANK, GUSAU, ZAMFARA STATE)
Abstract
ABSTRACT
The project titled 'The Role of Quality Service Delivery on The Satisfaction of Customers (A Case Study Of GTBank, Gusau, Zamfara State)' the objective of this study is to examine the impact of service quality delivery on customer satisfaction and to assess the role of on time delivery on customer satisfaction. Service quality has attracted major attention from academic researches as well as marketers over the recent years due to its significant role in business performance and maintenance of customer loyalty. The study adopted descriptive design with population of interest being customers of GT banks in Gusau. The population of 220 customer and staff the sample size of 100. Questionnaires were administered to customers and analysis were done. The findings reveals that service provider attends to their complaint promptly, and that out that staff are courteous and professional when providing services. Therefore, the research recommends that there is need to adopt to leveraging modern technology (e.g., CRM software, online support systems, mobile apps) can streamline operations, reduce delays, and improve customer satisfaction and It is very important for organizations to ensure that service quality is consistent across all customer touch points.
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