Gabriel Tuoyo KUBEYINJE (Ph.D)
Department of Marketing
Faculty of Management Sciences
University of Benin Benin City, Edo State, Nigeria.
E-mail: tuoyo.kubeyinje@uniben.edu
GSM: 08028963369
Corresponding author
&
Samuel Obehi OMIGIE (Ph.D)
Department of Business Administration
Faculty of Management Sciences
University of Benin Benin City, Edo State, Nigeria.
Email: samuel.omigie@uniben.edu GSM: 07089147853
Abstract
The study empirically explored the relationship between service quality and customer satisfaction in quoted Deposit Money Banks (DMBs) that operates in Benin City, Edo State, Nigeria. Cross-sectional survey strategy was employed for the study. The population comprised customers with registered Bank Verification Number (BVN) that have one or more
size consists of four hundred (400) customers. A non-probability technique (convenience sampling) was used to choose the sample respondents. Thus, 400 copies of questionnaire were administered to respondents, out of which three hundred and sixty seven (367)were retrieved and found appropriate. Descriptive and inferential statistics were employed in analyzing data. The study found out that responsiveness, assurance and empathy have statistically significant relationship on customer satisfaction in quoted DMBs in Benin City. Therefore, it recommends that management and staff should always maintain effective modalities for reliable and prompt delivery of services, protect customers’ privacy and put in place strategies to forestall any undesirable perception customers may feel about their bank(s).
Keywords: Assurance, Customer, Empathy, Management, Responsiveness, Service quality.
