Background to the study
Ogunnaike and Ogbari (2008) opined that customer service in Nigerian banking industry can be mistaken to mean customer delay and frustration. According to Farayibi (2014), almost every Nigerian bank encounters similar problem in meeting customers’ expectation of services and customer satisfaction.
Customer hardly receives the notification that an account has been credited or debited immediately. The account holder may have to wait endlessly before seeing the notification or in worse cases, may have to visit the bank to confirm such transaction (Farayibi, 2014).
Customer satisfaction is one of the most important factors in business. When it comes to deposit money banks, customer satisfaction level differentiates one bank from another, thus measuring customer satisfaction is exceedingly important (Zopounidis, 2012).
Customers have experienced challenges ranging from delay transaction notification, stock out, non-availability of staff at service points, unprofessional conduct or rude behaviours by the staff of the banks, poor standard of records or improper information, failed promises among others.
Farayibi further noted that the long queues and huge crowds in the banking halls can be highly devastating and discouraging, especially when the weekend is near. Most times, these long queues are as a result of the breakdown of the networks on the computers used for operation. Sometimes, it occurs as a result of the cash officers pushing duties to one another, as to who is to attend to the customer or not. Consequently, there is a problem of customer loyalty and performance of the bank. One of the major requirements for banks’ efficiency is to match their service facilities with the needs of customers without much delay. However, the common experience in Nigeria is that most banks do not have the facilities and capacities to service the number of customers without much delay on the part of the customers. This situation has led to poor efficiency in banking service delivery in Nigeria and has thus caused low customer satisfaction. Many Nigerian banking public has thus wondered when the endless desires of spending the least possible time for banking transactions will be met by banks in the country (Farayibi, 2014).