Category : Latest Publications
School of Business Studies
Federal Polytechnic Damaturu, Yobe State
Tertiary Education Trust Fund (TET Fund) Sponsored Study
Service quality is significant factor in influencing bank customer satisfaction. It is against this background that this study examined the role of banks services quality in influencing customer satisfaction in Yobe State Nigeria. A quantitative research approach; was adopted. Where questionnaire was administered to 249-sample despondence located in Damaturu, Yobe State. The data collected were analyzed with the aid of SPSS 21 software. Results supported the hypothesized direct relationship between: assurance, reliability, tangibility, empathy and customer satisfaction. Regrettably, the outcome shows negative relationship between responsiveness and customer satisfaction. In general, these findings indicate that the aforementioned components of service quality have significant influence on customer satisfaction. Theoretical and practical implications are discussed.