THE RELATIONSHIP BETWEEN SERVICE QUALITY AND PROFITABILITY IN FIRST BANK OF NIGERIA PLC

📄 Project Abstract

Banks competition for customers has become aggressive over the years. It is no longer the norm for banks to wait for customers to come to them as this used to happen when there were few banks and it was a sellers market. With the post Structural Adjustment era, the number of banks has increased with each bank adopting its own strategy to jostle for customers and retain them. Nearly all banks offer the same products; banks must find a way to distinguish themselves in the eyes of the customer and clearly, a distinction in the total package of the offering lies in service quality. This is the ability to delight the customer by meeting and continuously exceeding the expectation of your customers. Satisfied customers have a tendency to use the bank that they are most comfortable with. This study seeks to find out if improved service quality in banks would result in increased profitability because customers are happy with the services offered by the bank and thereby tend to use the bank...