Service Quality Delivery and Deposit Money Banks’ Performance in Nigeria

Abstract

The study investigated the relationship between service quality delivery and deposit money banks’ performance in Nigeria. The primary method of data collection was used through the questionnaire. Descriptive statistics were used in analyzing the data, in order to meet the objectives of the study and test the hypotheses, multiple regression analysis was used through the Statistical Package for Social Science (SPSS 22.0). However, there is a positive relationship between service quality and repeat purchase decisions. Also, there is a positive but insignificant relationship between service quality delivery and the earnings of banks. These findings clearly show the absence of a strong relationship between service quality delivery and financial performance of deposit money banks in Nigeria. This is an indication that there has not been a marked improvement in the provision of quality banking services that would draw the attention of customers. Based on the findings, it was recommended that to be able to achieve patronage on the part of the customers in the increasingly competitive banking business, banks should organize their operations according to the needs expressed by the customers so as to attract and retain such customers.