The impact of information and communication technology service quality on customer satisfaction in the banking sector of Nigeria

Agada Paul Ugwu, Meysam Safari

Abstract


Service quality and customer satisfaction are two important theories that an organisation should constantly be abreast of to improve service delivery and competitiveness. Service quality has been one of the primary concerns of banks globally; this has necessitated stiff competition and has led to the introduction of new means of carrying out banking operations in Nigeria. The performance of banks determines the rate at which they attract and retain customers. It is evident that customers are important stakeholders in the bank, and their satisfaction is a priority for management.
Based on findings revealed that ICT service quality has a significant impact on customer satisfaction in the banking sector in Nigeria. Convenience sampling technique was used to collect quantitative data from customers of banks to get their satisfaction levels. Each ServeQual Dimension was used to test the significant relationship it has on customer satisfaction. The findings suggest banks to keep improving and innovating ICT service quality to enhance their methods of operations to serve customers better.


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Copyright (c) 2016 Agada Paul Ugwu, Meysam Safari



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