The Effects of Banking Services on Customer Experience in Nigeria

Customers are the backbone of every firm/organization and ought to be treated with the utmost care and ensure that they are always satisfied. To ensure their satisfaction and retention will require a great deal of sacrifice and inputs from the firms/organizations. One of the areas where this input and sacrifice is needed is the area of provision of quality service. For customers to be satisfied with a particular product or service, they must have a positive customer experience while using the said goods/service. Positive customer experience is in turn achieved through service quality. This is even more so for a service-based sector like the banking sector. The objective of this research is to measure the effect of banks service quality on the customer experience and by extension, customer satisfaction in Nigeria. The data for this survey is derived from an online questionnaire responded to by 413 random Nigerians operating any of the Nigerian banks mentioned in the questionnaire. The responses were coded and analyzed using SPSS version 20 software. This study approach is descriptive while the design is quantitative and evaluative. The result of the survey shows that service quality has a substantial effect on the customer experiences of bank customers in Nigeria. The researcher, therefore, concludes that there is a direct relationship between service quality and customer experience and satisfaction. The findings of this research will serve as a viable option for companies/firms that wish to have an edge over competitors in their sector. Specifically, it shows what Nigerian banks could do to upgrade their service delivery and in so doing, make more profit. Keywords: service quality, customer experience, customer satisfaction, customer loyalty, customer behaviour, Nigeria, banking, products, services.