Service Quality and Customer Patronage of United Bank for Africa (Uba) Plc, Aka Road, Uyo, Akwa Ibom State, Nigeria
Abstract
This study was conducted to establish the relationship between customer dissatisfaction, service delivery delays, and declining customer patronage at United Bank for Africa (UBA) Plc, Aka Road, Uyo, Akwa Ibom State, Nigeria, as a result of service quality gaps. It examined the relationship between excellent customer service and customer loyalty. This analysis is based on relationship marketing theory and the SERVQUAL model. Data was gathered using a descriptive survey research approach with a convenience sample size of 384 respondents. To gather the primary data, the respondents were given a standardized questionnaire to fill out. To evaluate the hypotheses, the study's data were analyzed using tables, percentages, frequencies, and Pearson Product-Moment Correlation. Service accessibility (correlation(r) = 0.877), service empathy (correlation(r) = 0.746), service consistency (correlation(r) = 0.652), and service personalization (correlation(r) = 0.768) were all significant and positively connected with customer patronage of UBA Plc., Uyo, Akwa Ibom State, Nigeria. According to the results. It was recommended, among other things, that United Bank for Africa (UBA) invest in improving its mobile and internet banking systems in light of these findings so that customers can easily access financial services from anywhere. The importance of service quality in growing the banking industry's clientele is emphasized in the report's conclusion.
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