Influence of Bank Services Delivery Gaps on Customer Satisfaction in Nigeria Commercial Banks: Case Study of Zenith Bank Plc

The paper examined Zenith Bank customer services delivery gaps and how such gaps influenced customer satisfaction in the bank services delivery process. The methodology was anchored on primary data extracted from customers of the Bank using the Likert 5-scale instrument and analyzed by the use of ordinary least square multiple regression analysis. The research revealed that there were significant positive relationships between service delivery gaps in terms of quality of products and services offered, turn-around time to complete various transactions, response to customer complaints and employee empathy in relationship to customer satisfaction. However, there was no significant positive relationship in service delivery gaps in value received for services and customer satisfaction. Based on these results, the paper recommended among others that the banks should place emphasis on exploring strategies to improve the quality of products and services offered to its customers, improve the service delivery technology towards reducing turn-around time, prompt response to customer complaints and training of its employees on empathy towards improving customer service delivery and ultimately customer satisfaction

Service Delivery Gaps, Customer satisfaction, Zenith Bank

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