INFLUENCE OF SERVICE QUALITY ON CUSTOMER

SATISFACTION
(A CASE STUDY OF DEPOSIT MONEY BANKS IN KATSINA METROPILIS).

BY

UMAR ABDULBARI
SMS/BUS/17/2194

MARCH, 2021

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 APPROVAL PAGE

This research project has been examined and approved as meeting the partial requirement for
the award of Bachelor of Science, Business Administration, of Al-Qalam University, Katsina.

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Prof. Abdulkarim Garba Date
Project Supervisor

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Malama Fatima Sani Store Date
Level Coordinator

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Dr. Taufiq Bello Abidemi Date
Head of Department

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 DEDICATION

I dedicate this project to my beloved Father, Mother and the entire Family for their love, care

and assistance throughout my academic pursuit.

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 DECLARATION

I declare that the project work titled "Influence of Service Quality on Customer

Satisfaction (A Case Study of Deposit Money Banks in Katsina Metropolis") is my

original work and submitted by me for the award of Bachelor of Science, Business

Administration of the Al-Qalam University, Katsina and it has not been submitted for the

award of any other degree of any other institution and that all sources of materials used for

the study have been duly acknowledged through references.

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Umar Abdulbari Date
Student

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 ACKNOWLEDGEMENTS

A journey of several years usually begins with a step, so does its end. Through the success of

day and night in our physical life is frequently appealed to us as a symbol to draw out

attention to the mercy of God. Success of academic work cannot be achieved by a single

persons, it is often achieved through groups of individuals contributing their quota.

I specifically give thanks, honor and glory to Almighty God for his ultimate mercy,

protection and guidance in all my undertakings during studies for making my dreams of

obtaining Bachelor’s Degree in Business Administration a reality.

Big thanks go to my supervisor, Prof. Abdulkarim Garba for his useful suggestions, guidance

kindness, and patience despite his tight schedule at work, sacrifice his valuable time to the

success of this project. May God bless him.

My gratitude goes to all my lectures in the department of Business Administration especially

our Level Coordinators and Head of Department for giving me the chance to further my

studies

Finally, I am very grateful to my friends especially my course mates whom we struggled

together up to the end of this programme, and to my childhood friends who contributed in

one way or the other to see that this work comes through. May Allah (S.W.A) continue to

bless them.

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 TABLE OF CONTENTS

TITLE PAGE………………………………………………………………………..…………i
DECLARATION……………………………………………………………………..……….ii
APPROVAL PAGE……………………………………………………………………….….iii
DEDICATION……………………………………………………………………………......iv
ACKNOWLEDGEMENT……………………………………………………………….....…v
TABLE OF CONTENT………………………………………………………………..……..vi
ABSTRACT………………………………………………………………………………..…ix
CHAPTER ONE

INTRODUCTION

1.1 Background to the Study…………………………………………………………………1

1.2 Statement of the Research Problem………………………………………………………2

1.3 Research Questions………………………………………………………..……………..4

1.4 Objective of the study…………………………………………………………………….4

1.5 Hypotheses of the study…………………………………………………………………..5

1.6 Scope of the Study………………..………………………………………………....……5

1.7 Significance of the Study………………….…………….………………………….……6

CHAPTER TWO

LITERATURE REVIEW

2.1. Introduction………………………………………………………………………………7

2.2. Conceptual literature…………………….………………………………………………..7

2.2.1. Entrepreneurship in Nigeria…………….……………………….……………………...7

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2.2.2 Service Quality………………………………………………………………………8

2.4. Empirical Framework…………………………………………………...…………….8

2.3. Service Quality and Customer Satisfaction…………………………….…………....10

2.4. Relationship between Service Quality and Customer Satisfaction…………………..11

2.5. Dimensions of Service Quality………………………….…………...........................11

2.5.1. Tangibility………………………….………….........................................................11

2.5.2. Reliability………………………….………….........................................................12

2.5.3. Assurance………………………….………….........................................................12

2.5.4. Empathy………………………….…………...........................................................12

2.5.5. Responsiveness……………………………………………………………………..13

2.6. Impact of Service Quality Dimensions on Customer Satisfaction…………..………13

2.6.1. Impact of Tangibility on Customer Satisfaction…………………………………..13

2.6.2. Impact of Reliability on Customer Satisfaction…………………………………..14

2.6.3. Impact of Assurance on Customer Satisfaction…………………………………..14

2.6.4. Impact of Empathy on Customer Satisfaction……………………………..……..14

2.6.5. Impact of Responsiveness on Customer Satisfaction…………………………….16

2.7. Importance of Customer Satisfaction……………………………..……………..…16

2.8. Importance of Service Quality……………………………..………………………16

2.9. Levels of Service Quality……………………………..…………………………….17

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 CHAPTER THREE

RESEARCH METHODOLOGY

3.1 Introduction……………………………………………………………………….……..18

3.2 Research Design…………………………………………………………………………18

3.3 Population of the Study………………………………………………………………….18

3.4. Method of Data Collection…………………………..…………………………………19

3.5. Method of Data Analysis……………………………………………………………….19

CHAPTER FOUR

DATA PRESENTATION AND DISCUSSION

4.1 Introduction……………………………………………………………………………...21

4.2. Data Presentation and Discussion………………………………………………………21

CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATIONS

5.1 Summary of findings……….…...……………………………………………………….38

5.2 Conclusion……………………………………………………………………………….39

5.3 Recommendations……………………………………………………………………….39

Reference……………………………………………………………………………………41

Appendix

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 ABSTRACT
The purpose of this study was to investigate the influence of service quality on customer
satisfaction on deposit money banks in Katsina metropolis. The study adopted a descriptive
survey research design of which the target population was the customers of Guarantee Trust
Bank, First Bank and Fidelity Bank. The questionnaires were then distributed and responses
were then presented in tables. The study found out that service quality have strong and
significant impact on customer satisfaction and significant relationships were also detected
between service quality dimensions and customer satisfaction. The study concluded that the
standards of service quality in the banks are seen differently by customers and some
customers felt that the standard was just average while most customers thought it was better
than just average. The study recommends that the banks should show good progress in
implementing modern systems automation like CRM (Customer Relationship Management),
full implementation of these systems is recommended. This will help to provide prompt and
error free services to customers.

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