ABSTRACT
Service delivery is the customer‘s evaluation of a product or service in terms of whether that product or service has met their needs and expectations. Happy and satisfied customers behave in a positive manner. Customer service delivery is derived largely from the quality and reliability of your products and services. However, almost every Nigerian bank encounter ssimilar problems in meeting customer‘s expectation of services and customer service delivery.It is against this background that this study tries to evaluate customers’ service delivery and its implications for bank profit ability in Nigeria using Union Bank as a case study with a primary data analysis.
Basically this study adopts both the descriptive and explanatory survey design methods.Consequently, while the study seeks to describe the characteristics of consumer behavior in terms of their service delivery; it does not ignore the explanation of the behavior of customer svis-a-vis its determinants and effects on bank profitability in Nigeria.Findings from the study show that customers enjoying electronic banking services are still not satisfied with the quality and efficiency of the services. This is expressed in the number of times customers physically visit banks and length of time spent before such services are received. The study concludes by suggesting that they should improve their service delivery to justify the benefits of electronic banking products and services.This way, customers ’interest would bear oused.
CHAPTER ONE
INTRODUCTION
1.0Â Background to the Study
It is believed that the goal of every organization is to meet the needs and there requirements of itss take holders. Meeting the needs and there requirements of the stake holders will not only ensure the survival of the organization but also allow it to flourish. Customers are presumed to be one of the most important stakeholders in any organization because without them,organizations are not likely to succeed.Hence,marketers emphasis on research in the area of consumer behavior and particularly behavioral intention. Knowledge of consumer behavior will go along way in ensuring effective marketing policies towards the interest to f customers which will eventually facilitates positive customer attitude towards the organizations. More especially, since customer behavioral intention is a strong indication of his actual behavior.
As a result of financial sector liberalization in Nigeria in the 1980s, the banking sector experienced a boom.Low entry requirements by the regulatory authority and the high premiums that could be earned through foreign exchange business led to the quick entry by new players into the lucrative banking industry. Between the period of 1985 and 1993 then umber of licensed banks rose astronomically from 41 to 120 (Central Bank of Nigeria,1995). And this led to the increase of the sector’s contribution to GDP and employment.Given that banks are important constituents of the sector, it can therefore be argued that banks in Nigeria contribute significant percentage of the country’s GDP in the recent past(Adeoye, 2007). For instance, the sectoral contribution of service industry to the growth ofGDP for 2004, 2005, 2006, 2007 and 2008 were 8.8, 8.0, 9.2, 9.9 and 10.5 respectively(CBN, 2009). The importance of the Nigerian banking sector does not limited to Nigeria alone but also spill over to most African countries; as such, a problem in the Nigerian banking sector could have a negative spill over effect to other African countries (Anaro,2009).
