SERVICE QUALITY DELIVERY AND CUSTOMERS’ PATRONAGE OF COMMERCIAL BANKS IN PORT HARCOURT
Abstract
The study examines the influence of service quality determinants such as: tangibility and service responsiveness on customer patronage in the commercial banks in Port Harcourt. The population of the studycomprises of the 22 registered commercial banks in Port Harcourt, which is legally endorsed by the Central Bank of Nigeria. The study adopted a censussampling technique and the entire 22 banks was studied. Datawere collected for the study using structured twohundredand twenty (220) copies of questionnaires which was given to the twenty-tworegistered banks in the frame of ten (10) copies per bank. The Spearman Rank Order CorrelationTechnique was employed to test the various hypotheses formulatedthrough the aid of Statistical Package for Social Sciences (SPSS). The results of the findings revealed that there is a positive and significant relationship between service quality delivery and customers’ patronage of commercial banks in Port Harcourt. The study recommended the commercial banks in Port Harcourt to should be passionate about service quality delivery as this lead to high level of customer’s patronage.
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References
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