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.
