Service Quality On Customers’ Patronage. Selected Banks In Ogun State

Table of Contents

CHAPTER ONE

1.1 Background to the Study

1.2 Statement of Problem

1.3 Research Questions

1.4 Objectives of the Study

1.5 Research Hypothesis

1.6 Justification of the Study

1.7 Significance of the Study

1.8 Scope and Delimitation of Study

1.9 Brief History of Banking in Nigeria

1.9.1 DEFINITION OF TERMS

CHAPTER TWO: LITERATURE REVIEW

2.1 An Overview of Service Quality

2.2 Conceptual Framework of Service Quality Service Quality

2.2.1 Perspective of Service Quality

2.2.2 Importance of Service Quality

2.2.3 Measures to Improve Service Quality.

2.2.4. Services Quality in Banking Sector:

2.2.5 Importance of Money Deposit Banks in Nigeria

2.3 Customer Expectations

2.3.1. How expectations are formed

2.3.2 Factors influencing adequate service quality expectations

2.3.3. Dynamics of Quality Service Expectation

2.4 Service Quality Perceptions

2.4.1 Dimensions of Customer Perceptions of Service Quality

2.5 Customer Complaints

2.5.1 Handling of Customer Complaints

2.6 Customer Loyalty

2.7 The Concept of Bank Services

2.7.1Practical Strategies of Customer Service Delivery

2.7.2 Specific Strategies for Customer Care in the Banking Industry

2.7.3. Relationship between Service Quality and Customer Patronage

2.8 Theoretical Review

2.8.1 Gap Theory

2.8.2 Theory of Behavioral Intentions

2.8.3 Models for Measuring Service Quality

2.8.4 Explanation of Study Variables and Measurements

2.8.5 Customer Patronage

2.8.6 Factors that attracts Customer Patronage

2.9 Empirical Review

CHAPTER THREE: METHODOLOGY

3.1 Introduction

3.2 Research Design

3.3 Population of study

3.4 Sample Size and Sampling Techniques

3.5 Data Collection Methods

3.5.1 Data Collection Process

3.6 Data Processing and Analyses Techniques

3.7 Validity and Reliability of Instrument

3.8. Model Specification

CHAPTER FOUR: DATA PRESENTATION, ANALYSIS AND DISCUSSION OF RESULTS

4.1 Introduction

4.2 Analysis of Socio-Demographic Characteristics of Respondents

4.3 Correlation Analysis

4.4 Hypotheses Testing

4.5 Multiple Regression Analysis

4.6 Discussion

CHAPTER FIVE

5.1 Summary of Research Findings

5.2 Conclusion

5.3 Recommendations

5.4 LIMITATIONS OF THE STUDY

5.5 Further Study

Objectives and Research Focus

The primary objective of this study is to empirically analyze the impact of various service quality dimensions on customer patronage within selected commercial banks in Ogun State, Nigeria. The research seeks to understand the relationship between service quality attributes and customer loyalty, while identifying factors that contribute to long wait times and customer dissatisfaction in the banking sector.

• The application of the Bank Service Quality (BSQ) model to measure service performance.
• Evaluation of the relationship between effectiveness, assurance, and customer patronage.
• Identification of operational challenges leading to customer queues and disloyalty.
• Analysis of the influence of banking infrastructure and technology on customer satisfaction.
• Assessment of bank charges and their impact on customer retention.

Excerpt from the Book

Summary of Chapters

CHAPTER ONE: This chapter introduces the research context, outlining the background of banking in Nigeria, the statement of the problem regarding service delivery, and the specific research objectives and hypotheses.

CHAPTER TWO: LITERATURE REVIEW: This chapter provides an extensive review of existing theories on service quality, including the SERVQUAL and BSQ models, and discusses factors influencing customer expectations, perceptions, and loyalty.

CHAPTER THREE: METHODOLOGY: This section details the research design, population sampling techniques used for selecting the six banks, and the data collection process through structured questionnaires.

CHAPTER FOUR: DATA PRESENTATION, ANALYSIS AND DISCUSSION OF RESULTS: This chapter presents the empirical findings derived from the fieldwork, including correlation analysis and hypothesis testing using the multiple regression model.

CHAPTER FIVE: This concluding section summarizes the research findings, offers final conclusions, and provides specific recommendations for banks to improve service quality and customer patronage.

Keywords

Service Quality, Customer Patronage, Banking Sector, BSQ Model, SERVQUAL, Customer Satisfaction, Customer Loyalty, Financial Stability, Service Delivery, Operational Efficiency, Banking Operations, Nigeria, Bank Charges, Customer Complaints, Retention.

Frequently Asked Questions

What is the primary focus of this research?

The research focuses on analyzing how different dimensions of service quality impact the level of customer patronage in selected commercial banks operating within Ogun State, Nigeria.

Which theoretical model is used to measure service quality?

The study primarily utilizes the Bank Service Quality (BSQ) model, developed by Bahia and Nantel (2000), which categorizes service quality into six specific dimensions: effectiveness and assurance, access, price, tangibles, service portfolio, and reliability.

What is the central research question?

The central question investigates the nature and strength of the relationship between service quality dimensions and customer patronage in money deposit banks.

How was the data for this study collected?

The researcher employed a cross-sectional survey design, using structured questionnaires administered to 240 bank customers across six selected banks in Abeokuta.

What is the main finding regarding service quality dimensions?

The study found a strong positive relationship between the six service quality dimensions and customer patronage; however, it specifically noted that effectiveness and assurance, price, and tangibles had the most significant positive impact.

What are the key factors identified as causing long queues?

The findings indicate that frequent network and computer system breakdowns, malfunctioning ATMs, and a lack of sufficient service points are the primary contributors to long customer wait times.

Does the study suggest improvements for bank management?

Yes, the study recommends that banks improve network interconnectivity, increase the number of ATMs and P.O.S. machines in strategic locations, and provide better training for staff in interpersonal and communication skills.

How does the study define customer patronage?

Customer patronage is defined as the situation where a customer is willing to consider, recommend, or make purchases from a service provider in the future, based on their satisfaction level.