Customer Service Quality and Performance of Tier-1 Commercial Banks in Nigeria
Abstract
This study investigated the effect of customer service quality on the performance of tier-1 commercial banks in Nigeria. The objectives of the research were to specifically examine the effect of responsiveness, reliability, and empathy on operational efficiency and customer retention. Using survey research design, a sample of 384 customers of the five tier-1 banks in Abuja, were obtained from Yamane's formula and stratified random sampling technique. Structured questionnaires were utilized to collect data and subject them to descriptive statistics, Pearson correlation, and multiple regression analysis. The results showed that responsiveness (β=0.412, p
Fields of Study & Subjects
Customer Service Quality and Loyalty
Banking Sector Performance and Management
Consumer Behavior and Marketing Influence
Publication details
- Journal / source
- British Journal of Marketing Studies
- Volume
- 14
- Issue
- 1
- Pages
- 61–81
- Publication date
- 1 January 2026
- Language
- EN