Service Quality On Customers’ Patronage. Selected Banks In Ogun State

Masterarbeit , 2016 , 140 Seiten , Note: 6.3

BWL - Allgemeines

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

• DEDICATION
• ACKNOWLEDGEMENTS
• ABSTRACT
• 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
    • 2.7.1 Practical 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

Objectives and Key Themes

This dissertation aims to investigate the impact of service quality on customer patronage of selected banks in Ogun State, Nigeria. The study explores the relationship between service quality and customer loyalty, with a focus on understanding how service quality perceptions influence customer behavior.

• Service Quality and Customer Patronage
• Customer Expectations and Perceptions of Service Quality
• The Role of Customer Complaints in Service Quality Management
• Factors Influencing Customer Loyalty in the Banking Sector
• Empirical Analysis of Service Quality Dimensions in Nigerian Banks

Chapter Summaries

Chapter one provides a background to the study, outlining the research problem, questions, objectives, and hypotheses. It also discusses the justification and significance of the research, as well as the scope and delimitation of the study. Chapter two presents a comprehensive literature review, exploring the concepts of service quality, customer expectations, perceptions, complaints, and loyalty. The chapter also examines various theoretical frameworks relevant to the study, including the Gap Theory and the Theory of Behavioral Intentions. Chapter three details the research methodology employed, including the research design, population of study, sample size, data collection methods, data processing techniques, and validity and reliability of the instruments used. Finally, chapter four presents the results of the data analysis, examining the relationship between service quality and customer patronage based on the collected data.

Keywords

The main keywords and focus topics of this dissertation include service quality, customer patronage, customer expectations, customer perceptions, customer complaints, customer loyalty, banking sector, and empirical research. The study explores the relationship between service quality dimensions and customer behavior in the context of Nigerian banks, employing quantitative research methods to analyze the collected data.

• Note: 6.3
• Autor: Ismaila Akintan (Autor:in)
• Erscheinungsjahr: 2016
• Seiten: 140
• Katalognummer: V1033864
• ISBN (eBook): 9783346447586
• ISBN (Buch): 9783346447593
• Sprache: Englisch
• Schlagworte: service, quality, customers’, patronage, selected, banks, ogun, state