Customer Service Delivery and Corporate Efficiency of Deposit Money Banks

Abstract:

In this study, our focus was to explore the effect of customer service delivery on the corporate efficiency of deposit money banks. It sought to establish the effects of consumer education, complaint handling, customer follow-up and customer self-service on corporate efficiency. The study adopted cross-sectional survey research design. Using a structured questionnaire, the study obtained primary data from 232 managerial and marketing-related personnel of selected deposit money banks. The data obtained were analyzed and interpreted using descriptive statistics, while multiple regression was adopted for hypotheses testing. The findings of the study revealed that consumer education, complaint handling, customer follow-up and customer self-service had significant positive effects on the corporate efficiency of deposit money banks. These findings provide empirically-verifiable evidence with which we made practical implications for players in the banking industry. Consequently, we recommended, among others, that deposit money banks should expand educational programmes targeted at customers, especially prospective customers to enlighten them on the usefulness of banking services, and the available channels through which they can access the services in order to encourage customer patronage.