Vollständiger Abstract
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Customer satisfaction remains a critical determinant of success and competitiveness in the banking sector. This study examined the role of assurance and empathy in enhancing customer satisfaction in Jaiz Bank Plc, Yola, Adamawa State, Nigeria. Utilizing a descriptive survey design, data were collected through structured questionnaires administered to 317 customers of the bank. The analysis revealed that both assurance and empathy significantly impact customer satisfaction. Assurance, characterized by staff honesty, competence, and customer confidence, showed a notable influence on how clients perceive service quality. Empathy, which encompasses personalized attention and convenient services, also demonstrated a positive but slightly lower impact. These findings align with the SERVQUAL model and reinforce the necessity for Islamic banks to build trust and demonstrate care in their service delivery. The study concludes by recommending enhanced staff training in interpersonal skills, a stronger emphasis on individualized service, and extended banking hours to further boost customer satisfaction. This research provides valuable insights for service improvement in Jaiz Bank and similar financial institutions operating in Nigeria.
Bibliografischer Nachweis
Publikationsdaten
- Autor:innen
- Bala Alhaji SHARIFF
- Quelle
- IIARD International Journal of Banking and Finance Research
- Publikation
- 2026-01-01
- Band / Ausgabe
- Nicht angegeben
- Seiten
- Nicht angegeben
- ISSN / ISBN
- 2672-4979, 2695-1886
- Zitationen
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Zitierfähiger Nachweis
Bala Alhaji SHARIFF (2026). The study examined the effect of digital transformation on operational performance of deposit money banks in Nigeria for the duration of 2001-2023 (23years). This was done in respect of measures of digital transformation, namely; Automated Teller Machine (ATM), Point of Sale (POS), Internet Banking (INTB) and Mobile Banking (MOB) and how it affects operational performance proxied with Efficiency Ratio (EFFR). The method of data collection used in this study was the secondary source of data (time series data), from the CBN Bank Supervisory Annual Report, CBN Statistical Bulletin and Nigeria Deposit Insurance Corporation (NDIC) Annual Reports for the period 2000-2022. The study conducted various statistical techniques, such as descriptive statistics, correlation analysis and other diagnostics tests. In view of the hypothesis formulated for this research, the method of data analysis chosen were the ordinary least square (OLS) regression analysis, using the computer software, E-VIEWs 9.0. . IIARD International Journal of Banking and Finance Research. https://doi.org/10.56201/ijbfr.vol.11.no3.2025.pg342.351