The Influence of Customer Service Management on Customers Satisfaction in Some Selected Banks

Abstract

Customer service management is a field of study that calls for continuous research in developing countries, particularly in Nigeria as a result of its significance to service delivery and customer satisfaction in the serviceoriented businesses. This study therefore examined the influence of effective customer service management in some selected banks in Ondo State, Nigeria. Two objectives were adopted in which two alternate hypotheses were formulated to guide the study. Survey research design was adopted to collect data from a sample of 100 customers of commercial banks in Ondo state Nigeria. Results of the study indicate that customer service has significant influence on customer’s satisfaction; quality service delivery has no significant influence on customer satisfaction. The study therefore concluded that Nigerian commercial banks should continue to strategically develop and digitalize their services; introduce new and innovative products and services; maintain customer friendly relationship, and ensures quality service delivery towards enhancing customer satisfaction. It was recomme