IMPACT OF QUALITY SERVICE DELIVERY ON CUSTOMER SATISFACTION IN DEPOSIT MONEY WEMA IN NIGERIA

CHAPTER ONE

INTRODUCTION

1.1 Background to the Study

The growing sophistication of consumer needs and wants amidst fierce competition in the banking sector in Nigeria has made it inevitable for customers to continually look out for service providers that could address and satisfy their needs. It is believed that the goal of every organization is to meet the needs and the requirements of its stakeholders. Meeting the needs and the requirements of the stakeholders will not only ensure the survival of the organization but also allow it to flourish. Customers are presumed to be one of the most important stakeholders in any organization because without them, organizations are not likely to succeed (Babatunde & Olukemi 2012). However, with the development in Information, and Communication Technology (ICT) customers are faced with myriad of choices, in making selections between service providers.

1.2 Statement of Research Problem

The banking industry in Nigeria has experienced a lot of challenges mostly after the post consolidation exercise as regards customer„s expectation and perception of quality services delivery and customer satisfaction. According to Sanusi (2012), the current reforms which began in 2004 with the consolidation program were necessitated by the need to strengthen the banks. The policy thrust at inception, was to grow the banks and position them to play pivotal roles in driving development across the sectors of the economy. As a result, banks were consolidated through mergers and acquisitions, raising the capital base from N2 billion to a minimum of N25 billion, which reduced the number 7 of banks from eighty nine 89 to twenty five (25) in 2005, and later to twenty two (22).

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Updated: 23rd May 2019 — 12:39 pm

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