IMPACT OF PERCEIVED SERVICE VALUE ON CUSTOMER SATISFACTION IN SELECTED NIGERIAN COMMERCIAL BANKS IN LAGOS METROPOLIS
| dc.contributor.author | Abdulazeez Alhaji Salau | |
| dc.date.accessioned | 2025-01-24T22:27:42Z | |
| dc.date.available | 2025-01-24T22:27:42Z | |
| dc.date.issued | 2020 | |
| dc.description | In this famous, connected and increasingly digital age, the determining factors shaping the experiences we have with businesses are multiplying. Driven by more demanding customers and global competition, organizations try to distinguish themselves from others. Companies search for new ways to increase customer value and achieve competitive advantage. | |
| dc.description.abstract | Customer satisfaction is derived largely from the quality and reliability of products and services. However, almost every Nigerian bank encounters similar problems in meeting customer„s expectation of services. This study examines the impact of customers‟ perceived service value on customer satisfaction in selected commercial banks in Lagos metropolis. Purposive and convenience sampling techniques were used to select 60 customers per bank and a total of 283 out of 300 copies of questionnaire administered were returned from the five selected banks. The techniques employed for data analysis were descriptive analysis and Multiple Regression. The findings of the study showed perceived service to be positively and strongly related with customer satisfaction. The R value 0.759 depicts that perceived service values affects customer satisfaction by 75.9%. This implies that the proportion of variation in the dependent variable is explained by the regression model. The study concluded that customer perceived value is highly subjective and lies solely with the customer. Banks have the responsibility of identifying their customer‟s needs and work towards ensuring their satisfaction. It is recommended that banks should provide alternatives for all products and service channels as this has a means of enhancing customers‟ satisfaction. Customers‟ perception has a significant impact on customers‟ satisfaction and this determines repeat businesses, improved sales and also banks performance. | |
| dc.description.sponsorship | Self | |
| dc.identifier.citation | xxvi. Kuranga, M. O. & Salau A. A (2020) Impact of perceived service value on customer satisfaction in selected Nigerian commercial banks in Lagos metropolis. Fountain University Osogbo Journal of Management (FUOJM), 5 (2), 12-22. | |
| dc.identifier.issn | ISSN: 2315 – 6325 | |
| dc.identifier.uri | https://kwasuspace.kwasu.edu.ng/handle/123456789/3167 | |
| dc.language.iso | en | |
| dc.publisher | Fountain University Osogbo Journal of Management | |
| dc.relation.ispartofseries | 5; 2 | |
| dc.title | IMPACT OF PERCEIVED SERVICE VALUE ON CUSTOMER SATISFACTION IN SELECTED NIGERIAN COMMERCIAL BANKS IN LAGOS METROPOLIS | |
| dc.type | Article |