THE IMPACT OF CUSTOMER SERVICE DELIVERY ON COMMERCIAL BANK PERFORMANCE (A CASE STUDY OF ACCESS BANK)
Abstract
ABSTRACT
This study examined the impact of customer service delivery on the performance of commercial banks, using Access Bank as a case study. The research adopted a descriptive survey design. A total of 109 questionnaires were distributed and all were retrieved. Data were analyzed using descriptive statistics and regression analysis. The findings revealed that customer service delivery significantly influences customer satisfaction and overall bank performance. Digital banking services were found to play a crucial role in improving customer experiences, while challenges such as system downtime and poor complaint handling negatively affect satisfaction. The study also showed that improvement strategies aimed at enhancing customer service delivery have a significant positive impact on bank performance. The study concluded that customer service delivery is a major determinant of success in commercial banks. It recommends that Access Bank should invest continuously in staff training, digital infrastructure, and customer feedback mechanisms to maintain competitiveness and improve overall service quality.
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