Optimizing Service Delivery in Nigerian Banks

Abstract

The purpose of this study is to determine the effect of timeliness and prioritization in the workplace and the analysis of cause and effect on service delivery in the Nigerian banking sector. This study uses a descriptive design method, while the type of data used is primary data obtained through a structured questionnaire. The population of the study was 384 customers of the three selected retail banking institutions with a sample size of 384 using Godden's formula. The target population of this study is made up of all customers of First Bank, Access Bank and United Bank for Africa (UBA) located in Ilorin metropolis, Kwara State, Nigeria. Data was analysed using analysis of variance (ANOVA), while the result of regression revealed planning of time has a positive and significant effect on service delivery with a coefficient value of 0.194 and a critical value of t=2.435, p-value (0. 016) < 0.05. The study therefore recommends that Banks should go beyond offering basic services which are transactional in nature, and also concentrate on developing good relationships with customers with the sincere motive of satisfying and retaining them.