EFFECT OF CUSTOMER SATISFACTION ON ORGANIZATIONAL PERFORMANCE IN BANKING SECTOR

ABSTRACT

This research work titled: Effect of Customer Satisfaction on Organizational Performance in Banking Sector. (A Case Study of First Bank Bauchi) The purpose of this study was to determine the effect of customer satisfaction on profitability of first bank, to ascertain the effect of customer satisfaction on quality of service of first bank. Some related literature was reviewed in relation to the topic. The data collected were analyzed using statistical packages for social sciences (SPSS). The findings revealed that there is a positive and significant impact of effective customer service on organizational performance in First Bank Nigeria, The Study also reveal that the level of satisfaction among customer in relationship to timeliness of service delivery, the quality of service rendered and how willing the customer are to pay. Quality social interaction with employees of the service provider is evidently an impor¬tant source of customer satisfaction. The study recommended that the Management of the banking institution should improve on the quality of service that is rendered to the customer via its employee. The study also recommend that employees should ensure that customer receive timely delivery of the service required by the customers. Finally, Management should provide more avenues for the organization could make more profit from their customer by means of rendering better service.