Vol: 7, Issue: 1 2017

Page: 21-36

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

Megbaje Friday Ochuko, Lasisi Maruf Adeniran, Audu Bello

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.