Effect of Customer Satisfaction on Bank Profitability in Nigeria

Abstract The study examined the effect of customer satisfaction on the bank profitability in Nigeria. The research design adopted for the study was descriptive survey design. a total number of 100 respondents represents the study population whereas 80 represents the sample of the study. Data collection was through questionnaire, research questions were analysed using tabular simple percentage while multiple regression was employed as inferential statistics. Findings of the study reveuled that customer sutisfaction has positive and significant effect on the bank profitability. Also, the findings of the study shows that corporate image has posilive and significant effect on the bank profitability in Nigeria, The findings, also, established that customer loyalty has positive and significant effect on the hank profitability in Nigeria. The study concluded that customer satisfaction has positive and significant effect on the bank profitabilily in Nigeria, The researcher recommended that banks intensify more effort towards • enhancing customer satisfaction through courtesy platform, staff atfitude to customers, training of staff on customer relation, respect customers and adjust welfare unit and let the customer feel emotionally attached to the banks. Also, bank leaders have to adopt strategies that will create competitive advantage since customers are no longer seuling for poor service delivery. The study suggested that hank leaders need to develop customer centric strategies where the customer becomes the greatest priority….