CHAPTER ONEINTRODUCTION1.1 Background to the studyThe Banking industry which consist of various banks put together consist of the following; central Bank of Nigeria, commercial, merchant, development and saving banks, central bank being the apex bank. Banking is a service industry that must market the services they rendered effectively. These services must made convenient, accessible and efficient to be patronized. Unfortunately, this has not been the case with Nigerian banking system until the advent of first-generation banks. Services quality plays a critical role for a bank’s success. For example, if Bank x and y operate with the same currency and offer the same interest rate. Naturally the question arises: what is the factor differentiating the offer in each of the banks: the answer that anyone would give is “Quality”. The quality assurance was standardized by the American society of Quality.

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