Idowu, Abiola & Adedipe,
Oluwaseyi Ayodele
Department of Management
and Accounting, Ladoke Akintola University of Technology, Ogbomoso, Oyo State,
Nigeria.
Department
of Accounting and Finance, Ajayi Crowther University, Oyo, Nigeria. Oyo.
Email: abiola1007@gmail.com,
hephzibahfine@gmail.com
ABSTRACT
The paper explores the
issues involved in banks core value and customers’ satisfaction in Nigeria.
Fourbanks were used which represent International banks/mega, National banks,
Regional banks and other banks. Primary data through questionnaire was also
used. The Pearson Moment Correlation techniques regression analysis was
applied. Findings of the analysis show that both customer support process ß=
.510 t= 5.267 and turnaround ß= .613, t= 6.271, were at confidence level of
0.01. Also, Pearson’s coefficient correlation (R) value of bank fees, charges
and rates, accessibility, quality of service and customer’s satisfaction to be
.646. The result implies that a positive correlation occurs between bank core
values and customer’s satisfaction. Also the regression analysis shows that
customer support processes and turnaround time impacted positively on
customers’ satisfaction and were also statistically significant. The study therefore
recommends that banks should; identify the best bank core value by sorting
through customer’s responses (feedback) to marketing efforts, match a specific
offer with a specific customer service delivery as a way to sell, cross-sell,
and up-sell their bank products, improve customer satisfaction by remembering
customer preferences and offering relevant incentives and information, also for
Nigeria bank to be able to compete with other developed countries banks in
terms of customers satisfaction, the banks must maintain a strict core values.
Keywords: Otiose, Customer’s satisfaction, Bank’s core value, Service quality.
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