MEDIATOR EFFECT OF CUSTOMER COMMITMENT ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND CUSTOMER CITIZENSHIP BEHABIOR /
Abolaji, Ayomide Mechak
MEDIATOR EFFECT OF CUSTOMER COMMITMENT ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND CUSTOMER CITIZENSHIP BEHABIOR / THE CASE OF NIGERIAN BAKING INDUSTRY AYOMIDE MECHAK ABOLAJI; SUPERVISOR: ASSOC. PROF. DR. FIGEN YEŞİLADA - viii, 61 sheets; 31 cm. Includes CD
Thesis (MBA) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department
Includes bibliography (sheets 42-58)
ABSTRACT
This study is driven to investigate if perceived service quality has an effect on CCB in
the Nigerian banking industry. Coupled with this, this study examined the triangular
association between perceived service quality, customer commitment and customer
citizenship behavior with an intent to discover an effect of this trilogy within the
Nigerian banking industry. Using a descriptive research design, six research questions
were answered using dataset collected from a sample of respondents who are bank
users in Nigeria. Preliminary and main analyses were carried out. The result of this
study found out that perceived service quality predicts customer citizenship behavior
in the Nigerian banking industry, customer commitment predicted customer
citizenship behavior, and the perceived service quality and customer citizenship
behavior predictive relationship was fully mediated by customer commitment. Hence,
customer commitment was revealed as an important mediator that affects the
relationship between perceived service quality and customer citizenship behavior. The
result of this study birth some practical implication with bank managers and
stakeholders and it highlighted the importance of providing excellent service to their
customers so that they can become attached to the bank and other co-customers.
Keywords: Bank, Customer Commitment, Customer Citizenship Behaviour, Nigeria,
Perceived Service Quality
Banks and banking--Nigeria--Dissertations, Academic
MEDIATOR EFFECT OF CUSTOMER COMMITMENT ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND CUSTOMER CITIZENSHIP BEHABIOR / THE CASE OF NIGERIAN BAKING INDUSTRY AYOMIDE MECHAK ABOLAJI; SUPERVISOR: ASSOC. PROF. DR. FIGEN YEŞİLADA - viii, 61 sheets; 31 cm. Includes CD
Thesis (MBA) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department
Includes bibliography (sheets 42-58)
ABSTRACT
This study is driven to investigate if perceived service quality has an effect on CCB in
the Nigerian banking industry. Coupled with this, this study examined the triangular
association between perceived service quality, customer commitment and customer
citizenship behavior with an intent to discover an effect of this trilogy within the
Nigerian banking industry. Using a descriptive research design, six research questions
were answered using dataset collected from a sample of respondents who are bank
users in Nigeria. Preliminary and main analyses were carried out. The result of this
study found out that perceived service quality predicts customer citizenship behavior
in the Nigerian banking industry, customer commitment predicted customer
citizenship behavior, and the perceived service quality and customer citizenship
behavior predictive relationship was fully mediated by customer commitment. Hence,
customer commitment was revealed as an important mediator that affects the
relationship between perceived service quality and customer citizenship behavior. The
result of this study birth some practical implication with bank managers and
stakeholders and it highlighted the importance of providing excellent service to their
customers so that they can become attached to the bank and other co-customers.
Keywords: Bank, Customer Commitment, Customer Citizenship Behaviour, Nigeria,
Perceived Service Quality
Banks and banking--Nigeria--Dissertations, Academic