EFFECT OF SERVICE QUALITY MANAGEMENT ON CUSTOMER SATISFACTION IN STANBIC IBTC KADUNA METROPOLIS

Abstract

This study is to assess the effect of service quality management on customer satisfaction in Stanbic IBTC Kaduna metropolis. Correlational survey research design has been adopted for the purposes of this study. Data was collected from 200 purposively selected customers through copies of the administered questionnaire. The data collected was analysed using both descriptive and simple regression analysis. In order to cleanse the data and improve the validity and reliability of inferences from results, Autocorrelation test – Durbin Watson (D.W) and Multicollinearity test Using Variance Inflation Factor and Tolerance Value were conducted. The study found that there is significant relationship between tangibility and customer satisfaction in Stanbic IBTC Kaduna metropolis; there is significant relationship between service reliability and customer satisfaction in Stanbic IBTC Kaduna metropolis; there is no significant relationship between responsiveness and customer satisfaction in Stanbic IBTC Kaduna metropolis; there is no significant relationship between assurance and customer satisfaction in Stanbic IBTC Kaduna metropolis and there is significant relationship between empathy and customer satisfaction in Stanbic IBTC Kaduna metropolis. Therefore, the study concludes that service quality has significant and positive impact on customers satisfaction. Based on the findings, the researcher recommends that in the long run, entrepreneurs should focus on all the competencies for better future performance and extension of the customer satisfaction initiatives that tend to solely focus on increase deposit.