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ISSN : 2456-3676

Title:
EFFECTS OF BANK SERVICE QUALITY AND CUSTOMERS PERCEPTION IN NIGERIA

Authors:
Ajayi, I. E. and Enitilo, O

Abstract:
The study examined the effect of bank service quality on customers' perception in Nigeria. Objectives were targeted towards determining the effect of reliability responses, responsiveness responses, communication responses, accessibility responses, security responses on customers' perception. The population of this present research comprises customers of the entire 16 banks in operation in Ado-Ekiti metropolis. The table below shows the population strength of each bank customers as at July, 2017.The total sample size for the study were 400 using Taro statistical model. The sampling technique used was stratified random sampling technique. Multiple regressions were adopted to achieve the objectives. The study found that reliability responses have a greater effect on customer perception. It is found significant; therefore we accept alternative hypothesis and reject null hypothesis. This implies that the bank keeps its promises to deliver a service on a specified date and their services are accurately delivered while the transaction processing and customer details are handled without errors. These results showed that responsiveness responses have negative effect on customer perception, communication responses have positive effect on customer perception, accessibility responses have positive effect on customer perception and security responses have positive effect on customer perception. The study concluded that bank keeps its promises to deliver a service on a specified date and their services are accurately delivered while the transaction processing and customer details are handled without errors. The bank can be reached at any time during the week while accounts can also accessed through internet, ATMs and without internet access and even though the bank implements adequate policies against data misuse or fraud but they are still on able to tail the web hackers.

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