This study analyses the effect of service quality dimensions on customers’ patronage of selected banks in Ogun State, Nigeria. It investigates the relationship between service quality dimensions and customers’ patronage using Bank Service Quality model dimensions. It also determines factors responsible for customers staying on queue for longer periods of time while awaiting bank services, assesses the level of customer satisfaction about services rendered by money deposit banks with a view of identifying factors that were responsible for customer disloyalty in patronising banks.
The study employed Simple random sampling to select six banks namely First Bank Plc, United Bank of Africa Plc, Guarantee Trust Bank Plc ,Access Bank, First City Monument Bank and Zenith Bank Plc for this study. Convenience sampling method was used to select 240 customers of the selected banks. The data were analysed through the use of Statistical Package for Social Science (SPSS), while Pearson’s correlation co-efficient and multiple regression analysis were used to test the hypotheses formulated whether significant relationship exist between service quality dimensions and customers’ patronage.
Table of Contents
CHAPTER ONE
1.1 Background to the Study
1.2 Statement of Problem
1.3 Research Questions
1.4 Objectives of the Study
1.5 Research Hypothesis
1.6 Justification of the Study
1.7 Significance of the Study
1.8 Scope and Delimitation of Study
1.9 Brief History of Banking in Nigeria
1.9.1 DEFINITION OF TERMS
CHAPTER TWO: LITERATURE REVIEW
2.1 An Overview of Service Quality
2.2 Conceptual Framework of Service Quality Service Quality
2.2.1 Perspective of Service Quality
2.2.2 Importance of Service Quality
2.2.3 Measures to Improve Service Quality.
2.2.4. Services Quality in Banking Sector:
2.2.5 Importance of Money Deposit Banks in Nigeria
2.3 Customer Expectations
2.3.1. How expectations are formed
2.3.2 Factors influencing adequate service quality expectations
2.3.3. Dynamics of Quality Service Expectation
2.4 Service Quality Perceptions
2.4.1 Dimensions of Customer Perceptions of Service Quality
2.5 Customer Complaints
2.5.1 Handling of Customer Complaints
2.6 Customer Loyalty
2.7 The Concept of Bank Services
2.7.1Practical Strategies of Customer Service Delivery
2.7.2 Specific Strategies for Customer Care in the Banking Industry
2.7.3. Relationship between Service Quality and Customer Patronage
2.8 Theoretical Review
2.8.1 Gap Theory
2.8.2 Theory of Behavioral Intentions
2.8.3 Models for Measuring Service Quality
2.8.4 Explanation of Study Variables and Measurements
2.8.5 Customer Patronage
2.8.6 Factors that attracts Customer Patronage
2.9 Empirical Review
CHAPTER THREE: METHODOLOGY
3.1 Introduction
3.2 Research Design
3.3 Population of study
3.4 Sample Size and Sampling Techniques
3.5 Data Collection Methods
3.5.1 Data Collection Process
3.6 Data Processing and Analyses Techniques
3.7 Validity and Reliability of Instrument
3.8. Model Specification
CHAPTER FOUR: DATA PRESENTATION, ANALYSIS AND DISCUSSION OF RESULTS
4.1 Introduction
4.2 Analysis of Socio-Demographic Characteristics of Respondents
4.3 Correlation Analysis
4.4 Hypotheses Testing
4.5 Multiple Regression Analysis
4.6 Discussion
CHAPTER FIVE
5.1 Summary of Research Findings
5.2 Conclusion
5.3 Recommendations
5.4 LIMITATIONS OF THE STUDY
5.5 Further Study
Objectives and Research Focus
The primary objective of this study is to empirically analyze the impact of various service quality dimensions on customer patronage within selected commercial banks in Ogun State, Nigeria. The research seeks to understand the relationship between service quality attributes and customer loyalty, while identifying factors that contribute to long wait times and customer dissatisfaction in the banking sector.
- The application of the Bank Service Quality (BSQ) model to measure service performance.
- Evaluation of the relationship between effectiveness, assurance, and customer patronage.
- Identification of operational challenges leading to customer queues and disloyalty.
- Analysis of the influence of banking infrastructure and technology on customer satisfaction.
- Assessment of bank charges and their impact on customer retention.
Excerpt from the Book
2.8.3 Models for Measuring Service Quality
There are several numbers of models that can be used to measure service quality in service organisations. The most widely used ones are SERVQUAL and SERVPERF. SERVQUAL which was developed by Parasuraman is well organized models that were used by many scholars and practitioners in measuring service quality in the banking sector and other service organisations. The following underlisted models can be used to measure service quality in service organisations like banks.
i. NORDIC Model
Gronroos (1982) formulated Nordic model which focused on what customers perceives and sees service quality as consisting of three dimensions such as functional, technical and image quality.
Firstly, technical quality primarily focuses on how the customer receives services and their evaluation on them.
Secondly, functional quality focuses on how the service is performed and delivered and finally image which is built during company and customers’ interaction.
Generally, customers usually evaluate the service perceived performance based on the expectations they already have about the service of a given company.
Summary of Chapters
CHAPTER ONE: This chapter introduces the research context, outlining the background of banking in Nigeria, the statement of the problem regarding service delivery, and the specific research objectives and hypotheses.
CHAPTER TWO: LITERATURE REVIEW: This chapter provides an extensive review of existing theories on service quality, including the SERVQUAL and BSQ models, and discusses factors influencing customer expectations, perceptions, and loyalty.
CHAPTER THREE: METHODOLOGY: This section details the research design, population sampling techniques used for selecting the six banks, and the data collection process through structured questionnaires.
CHAPTER FOUR: DATA PRESENTATION, ANALYSIS AND DISCUSSION OF RESULTS: This chapter presents the empirical findings derived from the fieldwork, including correlation analysis and hypothesis testing using the multiple regression model.
CHAPTER FIVE: This concluding section summarizes the research findings, offers final conclusions, and provides specific recommendations for banks to improve service quality and customer patronage.
Keywords
Service Quality, Customer Patronage, Banking Sector, BSQ Model, SERVQUAL, Customer Satisfaction, Customer Loyalty, Financial Stability, Service Delivery, Operational Efficiency, Banking Operations, Nigeria, Bank Charges, Customer Complaints, Retention.
Frequently Asked Questions
What is the primary focus of this research?
The research focuses on analyzing how different dimensions of service quality impact the level of customer patronage in selected commercial banks operating within Ogun State, Nigeria.
Which theoretical model is used to measure service quality?
The study primarily utilizes the Bank Service Quality (BSQ) model, developed by Bahia and Nantel (2000), which categorizes service quality into six specific dimensions: effectiveness and assurance, access, price, tangibles, service portfolio, and reliability.
What is the central research question?
The central question investigates the nature and strength of the relationship between service quality dimensions and customer patronage in money deposit banks.
How was the data for this study collected?
The researcher employed a cross-sectional survey design, using structured questionnaires administered to 240 bank customers across six selected banks in Abeokuta.
What is the main finding regarding service quality dimensions?
The study found a strong positive relationship between the six service quality dimensions and customer patronage; however, it specifically noted that effectiveness and assurance, price, and tangibles had the most significant positive impact.
What are the key factors identified as causing long queues?
The findings indicate that frequent network and computer system breakdowns, malfunctioning ATMs, and a lack of sufficient service points are the primary contributors to long customer wait times.
Does the study suggest improvements for bank management?
Yes, the study recommends that banks improve network interconnectivity, increase the number of ATMs and P.O.S. machines in strategic locations, and provide better training for staff in interpersonal and communication skills.
How does the study define customer patronage?
Customer patronage is defined as the situation where a customer is willing to consider, recommend, or make purchases from a service provider in the future, based on their satisfaction level.
- Arbeit zitieren
- Ismaila Akintan (Autor:in), 2016, Service Quality On Customers’ Patronage. Selected Banks In Ogun State, München, GRIN Verlag, https://www.grin.com/document/1033864
