Effects Of Servıce Qualıty Perceptıons On Bank Customers: A Comparatıve Study Between Nıgerıa And Turkey
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 11
Abstract
This study examined the effects of service quality perception on bank customers: A comparative analysis between Nigeria and Turkey. Primary data were used and 250 questionnaire were distributed while 245 and 247 were filled and returened by the customers of the selected banks in Nigeria and Turkey respectively.The study employed logit regression analysis as the estimation techniques.From the findings, the result from Turkey revealed that the value of McFadden R-squared was 0.601669 that is 60.2%. which implies that there exist 60.2% variation of the dependent variable (Bank’s customer) can be explained by the independent variables (TAN, REL, RES, ASS, EMP). The LR value was 185.7626 and its p-value was 0.00000 implies that the independent variables can jointly influence the dependent variable. In Nigeria, the value McFadden R-squared was 0.573354 that is 57.3% variation of the dependent variable (Bank’s customer) can be explained by the independent variables (TAN, REL, RES, ASS, EMP). The LR value was 174.1381 and its pvalue is 0.00000 implies that the independent variables can jointly influence the dependent variable. The study concluded that service quality perception of tangibility has not been significant to Turkish bank’s customer and the reliability of SERVQUAL which refers to the accurate, dependable and consistent performance of the service concluded in this study that there is a negative but significant effect to influence bank’s customer in Turkey. In Nigeria, the study concluded that SERVQUAL tangibility exhibits a positive but insignificant effect on bank’s customer and the SERVQUAL reliability was a negative but significant on bank’s customer during the study period.The study however recommended that the Banks including the Apex Banks of Turkey and Nigeria should aim to providing quality services to their customers in other to retain existing customer and also to attract new customer and by so doing, it will contribute to the growth and development of the economy.
Authors and Affiliations
Olayemi Babawole, Familusi .
Keywords
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- EP ID EP416267
- DOI 10.9790/487X-2011023440.
- Views 49
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