Bank Service Quality and Customers’ Patronage in Selected Banks in South Western Nigeria

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dc.contributor.authorAdeoti, J.O
dc.contributor.authorGbadeyan, R.A
dc.contributor.authorAdebisi, A.O
dc.date.accessioned2018-06-20T11:36:17Z
dc.date.available2018-06-20T11:36:17Z
dc.date.issued2015
dc.descriptionGbadeyan, R.A., Adeoti, J.O., and Adebisi, A.O. (2015), “Bank Service Quality and Customers’ Patronage in Selected Banks in South Western Nigeria”. Botswana Journal of Business, 8(1): 81 – 97.en_US
dc.description.abstractThis study therefore, examines the relationship between service quality and customers choice of banks patronage. The study was conceived primarily to identify and compare if there is a difference between elements of SERVQUAL and customers’ patronage among selected banks in Nigeria. The top five banks in Nigeria were purposively selected for assessment to ensure generalization and coverage in the study. Purposive and convenience sampling techniques were used to select the sample size of the account holders due to the homogenous characteristic of the target population. There were 385 customers sampled with a questionnaire designed on a 7-point Likert scale. The statistical tools used included multiple regression, ranking order matrix and t-test. The study revealed a high sensitivity of the customers to the SERVQUAL dimensions with adequate information about them before choice of bank patronage was established. The paper concluded that, with more awareness of these SERVQUAL dimensions by banks, there would be an increase in customer satisfaction. The study recommended that service delivery firms like Banks, should consider elements of SERVQUAL as important factors which shape and determine customers’ loyalty and patronageen_US
dc.description.sponsorshipSelf Sponsoreden_US
dc.identifier.urihttp://journals.ub.bw/index.php/bjb/article/view/476/203
dc.identifier.urihttp://hdl.handle.net/123456789/637
dc.language.isoenen_US
dc.publisherBotswana Journal of Businessen_US
dc.subjectService Qualityen_US
dc.subjectCustomersen_US
dc.subjectBank's Patronageen_US
dc.subjectSERVQUALen_US
dc.subjectEmpathy & Reliabilityen_US
dc.titleBank Service Quality and Customers’ Patronage in Selected Banks in South Western Nigeriaen_US
dc.typeArticleen_US

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