Determinant Factors of Customer Satisfaction in Banking Industry: A Study of Selected Banks in Agbor, Delta State

Abstract

The study examined the extent better service charges, service quality, advance technology and good service recovery will have any effect on customer satisfaction.   Specifically, the study sought to ascertain the relationship between service charge, service quality, technology, service recovery and customer satisfaction. Survey design was adopted for the study. The population of study includes customers of zenith bank, Ecobank and UBA in Agbor, Delta state. Since is not easy to study the population of three banks customers, the researcher interviewed 10 customers, of the banks using YES or NO question. Of the 10 interviewed, 8 responded positively, while 2 gave a negative respond towards the interview. Data for the study were gotten from primary sources via questionnaire distributed to the respondents. Data collected was presented in percentage and also analyzed by taking average of the items. From the hypotheses tested, the null hypotheses were rejected in case of service quality, service recovery and technology but accepted in service charges. This implies that service quality, service recovery and technology have positive significant relationship with customer satisfaction and service charges have negative effect on customer satisfaction in banking industry. Base on the findings and conclusion above, the following recommendations were made that bank staff should continue to offer prompt and reliable service to their customers, since is one of the bases of satisfaction.