INFLUENCE OF SERVICE DELIVERY ON CUSTOMERS LOYALTY (A CASE STUDY OF ZENITH BANK)
Abstract
ABSTRACT
This study investigates the influence of service delivery on customer loyalty, using Zenith Bank as a case study. In today’s competitive banking environment, delivering high-quality service has become a key determinant of customer retention and long-term profitability. Customers are no longer attracted solely by financial products but by the overall experience they receive from their banks.
The research adopts a descriptive survey design, collecting data from customers of Zenith Bank through structured questionnaires. Key dimensions of service delivery examined include responsiveness, reliability, assurance, empathy, and tangibles. The findings reveal that effective service delivery significantly influences customer loyalty, with responsiveness and reliability emerging as the most impactful factors.
The study concludes that consistent, customer-focused service delivery enhances trust, satisfaction, and long-term commitment. It recommends that banks invest in staff training, digital innovation, and customer relationship management to improve service quality. This research contributes to the understanding of how service delivery shapes customer behavior in the Nigerian banking sector.
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