A Conceptual Paper the Analysis of Customer Satisfaction in the Nigerian Banking Industry
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 3
Abstract
In Nigeria for instance, there is high competition in creating satisfaction and loyalty for customers in the banking sector. Consumer’ssatisfaction is a widely acceptable perception in terms ofpromoting, consumer inquiry, monetary brain research, etc. consumer satisfaction is viewed in quite a number of conditions and it also has a connection with products and services. This is a great evaluation that is influenced by the requirement of customers. Consumer’s satisfaction is alsobuilt on their experience with organization and the outcome from that experience. Some scholars explained a fulfilled customer inthe isolatedsection as an individual who gets notable included esteem” to theirmainworry. The meaning also fit in the public sector. Hanan and Karp (2006). The goal to be achieved in this conceptual paper is trying to measure the impact of consumer satisfaction in the banking industry, to inquirethe effect service quality has on consumers’ satisfaction, to assess methods the bank uses in satisfying their customers, and to also know the various challenges the customers encounter while carrying out transactions with the bank. The overall findings from this conceptual papers suggests that the setting up of a more elevated amount of administrations will prompt an expanded level of satisfied customers, which is also steady with past research that found a solid connection between method in use and consumer satisfaction in the Nigerian banking industrial. Moreover,outcomes of this conceptual paper likewise demonstrates that the impact of service quality and the methods adopted in satisfying customers are related.
Authors and Affiliations
Okoli Precious, Adedire Mary
Keywords
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- EP ID EP410088
- DOI 10.9790/487X-2003102329.
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