SERVICE QUALITY AND RURAL BANK CUSTOMER SATISFACTION IN ADAMAWA STATE, NIGERIAN
Journal Title: European Journal of Business and Social Sciences - Year 2016, Vol 5, Issue 4
Abstract
Rural Bank customers are always placed in a disadvantage side of service delivery considering availability of some of the services them. What defines customer satisfaction is always left for a customer to reveal. This study tried to asses’ rural customer satisfaction using SERVQUAL model, the research used 417 sample size. The research work used correlational and regression analysis, the result revealed that customers are satisfied with Tangibles, Reliability, Responsiveness, and Assurance while customers are not significantly satisfied with empathy. The research work recommended that even though the four construct appeared positively significant, banks should tried to enhance their services for stronger satisfaction. Furthermore, the research recommended that banks should overhaul their approaches of emphathy because it appeared to have no significant relationship with customer satisfaction.
Authors and Affiliations
Haruna Isa Mohammad| Department of Management Technology, School of Management and Information Technology Modibbo Adama University of Technology, Yola. Adamawa state Nigeria Correspondent: haruisa@yahoo.com, Kabiru Musa Yakubu| Department of Banking and Finance, School of Management and Information Technology Modibbo Adama University of Technology, Yola, Faiza. A. Bawuro| Department of Management Technology, School of Management and Information Technology Modibbo Adama University of Technology, Yola, Badiya Yusuf Magaji| Department of Management Technology, School of Management and Information Technology Modibbo Adama University of Technology, Yola
Keywords
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- EP ID EP10782
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