An Evaluation of Customer Satisfaction in Service Operations at First Bank Nigeria Plc, Kano State
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Background of the Study
Customer satisfaction is a fundamental aspect of service operations in the banking industry. It influences customer loyalty, retention, and overall business performance. First Bank Nigeria Plc, a prominent financial institution in Nigeria, operates a wide array of banking services in Kano State, including savings and current accounts, loans, and digital banking services. Given the competitive nature of the banking sector, maintaining high levels of customer satisfaction is crucial for the bank’s sustained success (Ogunyomi & Raji, 2024).
Customer satisfaction in banking is determined by various factors such as service quality, staff professionalism, ease of transaction, and the accessibility of banking services. With the advent of digital banking, customers now expect faster, more convenient, and secure transactions. The ability of First Bank Nigeria to meet these expectations in Kano State can significantly influence customer loyalty and retention.
This study aims to evaluate the factors influencing customer satisfaction in service operations at First Bank Nigeria Plc, Kano State, and explore strategies for improving service delivery to enhance overall customer experience.
Statement of the Problem
Despite First Bank Nigeria’s significant presence in Kano State, the bank faces growing customer dissatisfaction regarding slow service, lack of personalized attention, and occasional technical failures in digital banking platforms. These issues contribute to customer churn and a reduction in market share, especially as competitors invest heavily in improving service delivery (Adeyanju & Bello, 2024).
This research aims to evaluate customer satisfaction in the service operations of First Bank Nigeria and determine the factors that impact customer perceptions of the bank’s services.
Objectives of the Study
1. To assess customer satisfaction with service operations at First Bank Nigeria Plc, Kano State.
2. To identify the factors influencing customer satisfaction in the bank’s service delivery.
3. To recommend strategies for improving customer satisfaction in service operations at First Bank Nigeria Plc.
Research Questions
1. How satisfied are customers with the service operations at First Bank Nigeria Plc, Kano State?
2. What factors contribute most to customer satisfaction in the bank’s service operations?
3. How can First Bank Nigeria improve customer satisfaction in its service delivery?
Research Hypotheses
1. Customer satisfaction is not significantly influenced by service delivery at First Bank Nigeria Plc, Kano State.
2. There is no significant relationship between customer satisfaction and staff professionalism at First Bank Nigeria.
3. The use of digital banking platforms does not significantly improve customer satisfaction at First Bank Nigeria Plc.
Scope and Limitations of the Study
This study will focus on customer satisfaction in service operations at First Bank Nigeria Plc in Kano State, exploring factors such as service quality, transaction speed, and staff professionalism. Data will be gathered through customer surveys, interviews with bank employees, and reviews of operational records. Limitations include potential biases in customer feedback and limited access to sensitive operational data.
Definitions of Terms
• Customer Satisfaction: The degree to which customers perceive their expectations to have been met by a company’s products or services.
• Service Operations: The day-to-day activities involved in delivering banking services, including transactions, account management, and customer support.
• Digital Banking: The use of digital platforms to perform banking services such as online banking, mobile apps, and electronic funds transfer.
