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 Declaration Approval Page Dedication Acknowledgment Abstract Table of Contents
CHAPTER ONE INTRODUCTION 1.1Background of the Essay 1.2Objectives of the Essay 1.3Significance of the Essay 1.4Scope of the Essay 1.5Limitation of the Essay
CHAPTER TWO LITERATURE REVIEW 2.0Introduction 2.1The Concept of Customer Satisfaction 2.2Customer Satisfaction in the Banking Sector 2.3The Challenges Militating against Customer Satisfaction in Banking Sector 2.4Importance of Customer Satisfaction 2.5Creating Loyal Customers through Customer Satisfaction 2.6Customer Satisfaction through Value Creation 2.7Customer Retention through Customer Satisfaction 2.8Competitive Advantage through Customer Satisfaction Strategy 2.9Summary of the Literature
CHAPTER THREE SUMMARY, CONCLUSION AND RECOMMENDATIONS 3.1Summary 3.2Conclusion 3.3Recommendations Bibliography