Method of Data Collection:
Customers of Commercial Banks in Nigeria
This survey is aimed at gaining insight about the Nigeria Banking Industry and measure customer satisfaction among Nigeria Bank Customers.
A well-tailored online based survey was used to gather the responses of 307 randomly selected bank customers. The result reveals that Guaranty Trust Bank holds the highest number of customers among the respondents followed by Access Bank PLC. Guaranty Trust Bank was also the top selected favourite bank in Nigeria with ease of transaction, accessible and effective electronic platform being the two major reasons for the respondents’ choice of favourite bank.
Automated Teller Machine (ATM) is the most used bank service channel while the respondents also identified the long waiting/queue as a major challenge when visiting the banking hall and ATM stands.
About 60.3% (representing 187 out of 307 respondents) of therespondents perform 1 – 3 transactions daily and 57% (representing 176 out of 307respondents) of the respondents operate an account with more than one bank. Nearness to another bank and Zero Account Opening Balance are the top two reasons for this while good customer service and nearness to Automated Teller Machine also contributed to a large extent why bank customers operate multiple bank accounts. 33% (representing 101 out of 307respondents) of the respondents does make use of online banking while more than half ofthose that use the service use it for money transfer. A time saving and easily accessible online banking platform will encourage 69% (representing 143 out of 206 respondents) of therespondents to make use of this service.