Department of Office & Information Management

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Department of Office and Information Management

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We are committed to exploring the dynamic field of office administration, information systems, and data management.

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Browsing Department of Office & Information Management by Author "Bukola Mayowa AFOLABI"

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    Service Quality, Customer Experience and Customer Satisfaction of Commercial Banks in Ibadan North Local Government Area, Oyo State, Nigeria
    (Lead City University, 2022-12) Bukola Mayowa AFOLABI
    Customers play a great role in the banking sector of every country in the world. Without customers of any bank, banking operations will be a thing of a shadow. Certain factors have been identified that can drive customer satisfaction. These factors are: service quality of banking operations and customer experiences. With this understanding, it is deemed okay to investigate the influence service quality (SQ) and customer experience (CE) on customer satisfaction (CS) of commercial banks, Ibadan North Local Government Area, Oyo State. Descriptive research design was adopted. Population consists of 49945 bank customers in Oyo state. Multistage sampling technique was adopted after which 381 bank customers served as the sample size for this study. The reliability coefficient for each of the variable ranged from 0.70 to 0.85. Data collected was analyzed using descriptive and inferential statistics. Findings revealed that SQ had no significant influence on CS (Adj. R2 = .004; p = 0.120), CE was also found not to significantly influence CC (Adj. R2 = .028; p = 0.606). Jointly, SQ and CE were found not to statistically significantly influence CC (Adj.R2 = .087, F(2, 351) = 1.333, p < 0.05). The study concluded that both SQ and CE did not independently and jointly influenced CC. It was however recommended that Banks operating in Oyo state should always give assurances to their customers as regards the fact that their financial problems will always be solved. This will restore much confidence in their customers also it was recommended that the ICT department of banks in Nigeria have got to improve on the user interface of their mobile applications as this will make their customers to be more comfortable using the application. Key Words: Service Quality, Customer Satisfaction, Customer Experience, Commercial Banks Word Count: 285