Service Quality and Customer Satisfaction of Deposits Money Banks in Maiduguri Metropolis, Nigeria: A Conceptual Review

Abstract

This paper assessed the effect of service quality on customer satisfaction of deposit money banks in Maiduguri Metropolis, Borno state Nigeria. Thus, the specific objectives are to examine the effect of reliability, responsiveness, assurance, empathy and tangible on customer satisfaction. Data for the review were obtained solely from a secondary source. It was observed that reliability, responsiveness and empathy have strong influence on customer satisfaction. Based on the observation in this review, the following recommendations were made; banks need to make sure that their staff are well trained in being responsive and empathetic in their dealings in order to make their customers satisfied also, banks should render reliable services in order to build organizational integrity and increase customer Satisfaction as satisfied customers turn to be loyal customers.