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AN ASSESSMENT OF CUSTOMER SATISFACTION IN BANKING INDUSTRY

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AN ASSESSMENT OF CUSTOMER SATISFACTION IN BANKING INDUSTRY

ABSTRACT

Quality improvement can lead to increase in revenue and increased customer’s loyalty and the cross-selling of bank products as loyal customers spend more time with chosen banks, attract little administrative cost and are more profitable. The objective of the research is to identify the service quality level. It also aims to determine key factors in selecting a particular bank. The finding of this research suggested hat the key factor in selecting a particular banks are credibility, client, customer investors are dissatisfied with the quality of services as provided by the banks in Nigeria. The research has indicated that the complicated procedures and farms, queuing time, lack of individual approach and absence of new technology are some of the factors which creates disadvantage and lack of co-operation between the firm and bank. The study also proffers solutions on how to improve the situation.

 

TABLE OF CONTENTS

Title Page –        –        –        –        –        –        –        –        –        i

Declaration        –        –        –        –        –        –        –        –        ii

Approval Page   –        –        –        –        –        –        –        –        iii

Dedication          –        –        –        –        –        –        –        –        –        iv

Acknowledgment        –        –        –        –        –        –        –        v

Abstract    –        –        –        –        –        –        –        –        –        vi

Table of Contents       –        –        –        –        –        –        –        vii

CHAPTER ONE

INTRODUCTION

1.1    Background of the Essay    –        –        –        –        –        1

1.2    Objectives of the Essay       –        –        –        –        –        3

1.3    Significance of the Essay    –        –        –        –        –        3

1.4    Scope of the Essay      –        –        –        –        –        –        4

1.5    Limitation of the Essay      –        –        –        –        –        5

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