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dc.contributor.advisorRossiter, Catherineen
dc.contributor.authorOkoroafor, Chukwuemezuo Chinonsoen
dc.date.accessioned2011-09-30T15:35:28Z
dc.date.available2011-09-30T15:35:28Z
dc.date.issued2010
dc.identifier.citationOkoroafor, C.C. (2010). Customers' perception of service quality in the commercial banking sector of Nigeria : a case study of Skye Bank Plc. Nigeria. Masters Thesis, Dublin Business School.en
dc.identifier.urihttp://hdl.handle.net/10788/192
dc.description.abstractThe 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.en
dc.language.isoenen
dc.publisherDublin Business Schoolen
dc.rightsItems in Esource are protected by copyright. Previously published items are made available in accordance with the copyright policy of the publisher/copyright holder.en
dc.rights.urihttp://esource.dbs.ie/copyrighten
dc.subjectAccountingen
dc.subjectTotal quality managementen
dc.subjectMarketingen
dc.titleCustomers' perception of service quality in the commercial banking sector of Nigeria : a case study of Skye Bank Plc. Nigeriaen
dc.typeThesisen
dc.rights.holderCopyright: The authoren
dc.type.degreenameMA of Business Administration (international)en
dc.type.degreelevelMAen


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