CUSTOMER FEEDBACK AND SERVICES QUALITY IN THE BANKING SECTOR

ABSTRACT

The main objective of this study is to analyze the customer feedback and services quality in the banking sector. The main objective was broken down into four objectives, that is to examine the impact of customer feedback on service quality in the Banking sector to analyze the relationship between reliability of customer feedback and perceived service quality in the banking sector to assess the influence of responsiveness to customer feedback on service quality in the banking sector and investigate the role of assurance and empathy to customer feedback in shaping service quality perceptions in the banking sector. This study used a descriptive survey research design. With an indefinite population size, the study used Simple random sampling technique. A total of One hundred (100) questionnaires were distributed among the employees working in the bank industry in Egor Local Government Area, Benin City, Edo State, Nigeria The study provides key insights into customer feedback and services quality in the banking sector. Respondents generally agree that customer feedback positively influences service quality, though some remain skeptical. Reliable and consistent feedback is crucial for shaping positive service quality perceptions. Additionally, responsiveness to feedback is essential, as actively addressing feedback improves service quality, while ignoring it leads to deterioration. Assurance and empathy also play vital roles in influencing feedback perceptions. While assurance is widely seen as beneficial, opinions on empathy's impact vary. Nevertheless, both are important for enhancing service quality perceptions. The study recommends that banks establish robust systems for collecting and analyzing feedback, build trust in their feedback mechanisms, engage proactively with customer feedback, and prioritize assurance and empathy in their customer interactions.