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

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Authors
Okoroafor, Chukwuemezuo Chinonso
Issue Date
2010
Degree
MA of Business Administration (international)
Publisher
Dublin Business School
Rights
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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.