Service Quality and Customer Satisfaction in Nigerian Banking Sector: Empirical evidence from UBA, Nigeria

The study examine service quality and customer satisfaction in Nigerian banking sector. The purpose of the study is to show clearly how customer satisfaction can be enhanced through an efficient service quality delivery. The data required for this study was gathered through the instrument of questionnaire, and personal interview. One hundred (100) copies of questionnaires were administered out of which ninety (90) copies were retrieved and collated for the analysis. To achieve the objectives of the study, four hypotheses were formulated from the structure of research questions. Correlation coefficient and regression were used for testing these hypotheses. The result shows significant relationship between tangibility of service and better distribution practice. The study reveals that service quality has positive role to play on customer satisfaction. Based on these findings customer satisfaction is likely to come from improvements in service quality, service features and customer complaint handling, there is a relationship between service delivery and customer satisfaction. The study recommends that:(i) the organization should embark on effective training and development skills that can help employees deliver prompt service to customer, (ii) many products should be designed to measure service quality and customer satisfaction, and also to improve good customer service (iii) bank should continue to use the means of maintaining customer loyalty and to increase its customer through various advertisement and promotion. (iv)Banks should have insight on how to offer prompt service, manage customers delay, also employs and manages new banking technologies..