Optimizing Service Delivery in Nigerian Banks: Leveraging Timeliness and Prioritization Strategies
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Date
2024-06-30
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African Journal of Management and Business Research
Abstract
In the banking sector, time has to be managed because with less time high quality services will
be provided that means a bank will be in a position to retain customers and get more of them
hence generate more income. The purpose of this study is to determine the effect of timeliness
and prioritization at workplace: Analysis of cause and effect on service delivery in the Nigerian
banking sector. This study uses descriptive design method, while the type of data used is primary
data obtained through structured questionnaire. The population of the study was 384 customers
of the three selected retail banking institutions with a sample size of 384 using Godden (2004)
formula. The target population of this study is made up of all customers of First bank, Access
bank and United Bank for Africa (UBA) located in Ilorin metropolis, Kwara State, Nigeria. Data
was analysed using analysis of variance (ANOVA), while result of regression revealed planning of
time has a positive and significant effect on service delivery with coefficient value of 0.194 and a
critical value of t=2.435, p-value (0. 016) < 0.05. The study therefore recommends that Banks
should go beyond offering basic services which are transactional in nature, but also concentrate
on developing good relationship with customers with the sincere motive of satisfying and
retaining them
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Citation
Akanbi, K. L., Salau, A. A., & Hamzat, I. B. (2024). Optimizing Service Delivery in Nigerian Banks: Leveraging Timeliness and Prioritization Strategies. African Journal of Management and Business Research, 15(1), 273-284.