Evaluating Banking Service Quality in Nigeria: Linking Bank Performance with Customer and Staff Perspectives

Author: Muhammad Jamilu Jega, Adeadebayo Abdulkabir Shuaib, Adeniyi Sarafadeen Diran, Murtadho M. Alao

Abstract

Both descriptive and inferential statistics were used in this study, which looked at the relationship between bankers and customers as well as the performance of banks in Nigeria: An appraisal of bank services. The particular goals were information technology, banker/customer, bank services, and bank performance. A methodical survey was used to gather primary data, and 80 of the 120 questionnaires that were given to customers were returned and used for this study. Descriptive statistics included frequency and percentage, while inferential statistics included regression and analysis of correlation. The results demonstrated a correlation between banker/customer and information technology (r[80] = 0.818, p<0.01) and bank performance (r[80] = 0.975, p<0.05). The study's conclusions indicate that formal customer service training for bankers raises customer satisfaction and that bank efficiency is facilitated by an efficient policy pertaining to the banker-customer interaction. The high degree of customer satisfaction with bank services suggests that there are effective and efficient services that boost customer satisfaction. Additionally, the introduction of information technology has benefited banks and their clients, which has a greater effect on attracting new clients.