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Examining the Impact of Service Quality on Customer Loyalty (Case Study of United Bank for Africa and First Bank Plc)

Pase, Ayobami Kolade (2021) Examining the Impact of Service Quality on Customer Loyalty (Case Study of United Bank for Africa and First Bank Plc). Masters thesis, Dublin, National College of Ireland.

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Abstract

The issue of service quality has become a subject matter in the literature as customers now rely on effective delivery of service by any service provider before they can be committed to the service sector. Despite this claim, the service providers in some circumstances thereby having implications for the loyalty of their clients. This study, therefore, investigated the effect of service quality on customer loyalty using United Bank for Africa and First Bank Plc in Nigeria. A total of 350 respondents were using purposive analysis product-moment and multiple regression estimation to changes was used. Findings revealed that service quality measured by (tangibility, reliability, responsiveness, assurance, and empathy) predict customer loyalty, by 69 percent. The relative contribution of each of the component of service quality are (β=0.097, ρ <0.05., β=0.415, ρ <0.05., β=0.415, β=0.006, ρ.>0.01., β=0.0.326, ρ <0.05 and β=0.300, ρ <0.05) respectively. Also, significant and positive relationship exist between service quality and customer loyalty with (r=0.353, ρ<0.05 for reliability; r=0.654, ρ<0.05 for empathy; r=0.870, ρ<0.05 for assurance; r=0.335, ρ<0.05 for responsiveness and r=0.425, ρ<0.05 for tangibility). The study recommended that banks should put in their best to ensure that they maintain a good service quality with their customers to keep them committed and loyal in their transaction of business with them.

Item Type: Thesis (Masters)
Subjects: D History General and Old World > DT Africa
H Social Sciences > HG Finance > Banking
H Social Sciences > HF Commerce > Customer Service
Divisions: School of Business > Master of Science in International Business
Depositing User: Clara Chan
Date Deposited: 04 Mar 2022 16:07
Last Modified: 04 Mar 2022 16:07
URI: http://norma.ncirl.ie/id/eprint/5534

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