Impact of Customer Service on Customer Satisfaction: Empirical Evidence from Nigerian Banking Industry

摘要

It is the perfonnance of sen,ice that creates true customers: customers who buy more and who influenceudothers to buy. Two hypotheses were fomzulated in this study and appropriqte statistical techniquesudemployed to test the hypotheses were multiple regression and correlation. It was discovered that thereudis a relationship between customer service and customer satisfaction. The results also show that thereudis a relationship between gender and customer service. Conclusion was drawn and it was recommendedudbased on the findings of the study that the banks should focus more on their customers rather than onudthe products and services, which·tlzey sell because customers are the true business of every company.