THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER LOYALTY IN NIGERIAN ISLAMIC BANKS /
Odeyingbo, Oluwaseun Kehinde
THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER LOYALTY IN NIGERIAN ISLAMIC BANKS / OLUWASEUN KEHINDE ODEYINGBO; SUPERVISOR: ASST. PROF. DR. STEVEN W. BAYINGHOMOG - 47 sheets; 31 cm. Includes CD
Thesis (MBA) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department
Includes bibliography (sheets 33-42)
ABSTRACT
This research work aims to study the influence of service quality on customers' loyalty
in Nigerian Islamic Banks. The most exciting aspect of the financial situation in the
twentieth century, is the increase in the state of support received by Islamic system of
banking among the Muslims and non-Muslims generally in the world.
However, the main approach adopted is quantitative research method consisting of
both survey and descriptive research design in other to attain the research objective
using questionnaire as the instrument and the questionnaire was distributed
electronically to a sample of 152 customers gotten through online sample size
calculator from a convenient sampling population of 250 customers out of the whole
customers of the two Islamic banks in Nigeria which are Stanbic IBTC, a unit of South
Africa's Standard Bank, and Jaiz Bank. Also, only 145 questionnaires were returned
and the data collected were analyzed using statistical package for social sciences
(SPSS). The result of this study shows that customers of Islamic bank of Nigeria are
happy with their services given by the bank. It also revealed that, assurance dimension
was the super significant elements of service quality in Nigerian Islamic banks.
Keywords: Customer loyalty; Islamic bank; Nigeria; Service quality.
Customer loyalty--Dissertations, Academic
Banks and banking--Religious aspects--Islam--Nigeria--Dissertations, Academic
THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER LOYALTY IN NIGERIAN ISLAMIC BANKS / OLUWASEUN KEHINDE ODEYINGBO; SUPERVISOR: ASST. PROF. DR. STEVEN W. BAYINGHOMOG - 47 sheets; 31 cm. Includes CD
Thesis (MBA) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department
Includes bibliography (sheets 33-42)
ABSTRACT
This research work aims to study the influence of service quality on customers' loyalty
in Nigerian Islamic Banks. The most exciting aspect of the financial situation in the
twentieth century, is the increase in the state of support received by Islamic system of
banking among the Muslims and non-Muslims generally in the world.
However, the main approach adopted is quantitative research method consisting of
both survey and descriptive research design in other to attain the research objective
using questionnaire as the instrument and the questionnaire was distributed
electronically to a sample of 152 customers gotten through online sample size
calculator from a convenient sampling population of 250 customers out of the whole
customers of the two Islamic banks in Nigeria which are Stanbic IBTC, a unit of South
Africa's Standard Bank, and Jaiz Bank. Also, only 145 questionnaires were returned
and the data collected were analyzed using statistical package for social sciences
(SPSS). The result of this study shows that customers of Islamic bank of Nigeria are
happy with their services given by the bank. It also revealed that, assurance dimension
was the super significant elements of service quality in Nigerian Islamic banks.
Keywords: Customer loyalty; Islamic bank; Nigeria; Service quality.
Customer loyalty--Dissertations, Academic
Banks and banking--Religious aspects--Islam--Nigeria--Dissertations, Academic