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Abstract

Analysis of Effective Customers' Service Satisfaction on Nigeria Banks' Profitability: A Queuing and Regression Analysis in Sokoto Metropolis

MEGBAJE FRIDAY OCHUKO

United Bank for Africa (UBA) Plc, Aliyu Jodi Road Branch, Sokoto, Sokoto State, Nigeria

LASISI MARUF ADENIRAN

PhD Research Scholar, Department of Business Administration Usmanu Danfodiyo University, P.M.B. 2346 Sokoto, Nigeria

AUDU BELLO

Department of Economics, Usmanu Danfodiyo University, P.M.B. 2346 Sokoto, Nigeria

21-36 Vol: 7, Issue: 1, 2017
Receiving Date: 2016-12-27
Acceptance Date: 2017-01-04
Publication Date: 2017-01-30
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Abstract

This study adopted Queuing and Regression analysis on data sourced through questionnaire from 100
customers of twelve (12) commercial banks branches in Sokoto metropolis to examine the impact of
customer service satisfaction on banks profitability. The descriptive statistics showed that majority of the
respondents are married male between 31-43 years of age, and possess B. Sc/HND as their highest level
of education. While the analysis of customers perception of service quality has shown that most of the
respondents are civil servants who operate current accounts for less than five years with the banks, and
has enjoyed loan (overdraft) facility. The Queuing and Regression analysis showed that some indicators
of customer care satisfaction (time spend in the queue and number of channels) significantly influence
banks performance. The study suggested that the management of the banks should try every effort
possible not to delay customers in the banking hall by enrolling them on the best network service possible
and use alternative power supply to the normal electricity as these have the potential of improve banks
profitability.

Keywords: Customer care satisfaction; Bank profitability; Queuing and Regression analysis; Sokoto state; Nigeria

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