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    Customers' perception of service quality in the commercial banking sector of Nigeria : a case study of Skye Bank Plc. Nigeria

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    ma_okoroafor_c_2010.pdf (2.323Mb)
    Author
    Okoroafor, Chukwuemezuo Chinonso
    Date
    2010
    Degree
    MA of Business Administration (international)
    URI
    http://hdl.handle.net/10788/192
    Publisher
    Dublin Business School
    Rights holder
    http://esource.dbs.ie/copyright
    Rights
    Items in Esource are protected by copyright. Previously published items are made available in accordance with the copyright policy of the publisher/copyright holder.
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    Abstract
    The research study is an investigation into customer perceptions of service quality in the commercial banking sector of Nigeria: A case study of Skye Bank Plc. The overall goal of the study is to identify the level to which customers perceive service quality currently practised in Nigerian banking industry. Both secondary and primary research methods were employed. About 120 Questionnaires were administered to customers of Skye Bank Plc. Nigeria. About 101 respondents mainly customers cooperated for this study. Analyses are presented in charts using Survey Monkey software. The data collected through the questionnaire showed that the majority of the customers have positive perception towards bank services and are immensely satisfied with the quality of service except that the bank does not provide special services for the disabled and the elderly. The sample size was limited to only a state in Nigeria and may not be entirely representative. The study provides a meaningful insight into the efficacy of customer’s perception of service quality in the Nigerian banking industry and a useful platform for future studies of service quality in financial services industry in developing countries.
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