The Impact of Service Feature, Customer Complaint and Service Quality on the Satisfaction of Customer in a Selected Deposit Money Banks in Nigeria

Abstract

The objective of this paper was to examine the impact of service features, customer complaints and service quality on the satisfaction of customers in selected deposit money banks in Nigeria via the perception of customers in Fidelity and EcoBank. To test the impact of service features, customer complaints and service quality on the satisfaction of customers, the data were collected from 100 customers in Fidelity and EcoBank of Nigeria using a questionnaire. The data were analyzed using SPSS software version 21. The results of the study indicate that there is a positive significant relationship between service features, customers’ complaints and service quality on the satisfaction of customers in selected deposit money banks in Nigeria.