PERCEIVEDRELATIONSHIP BETWEEN EMPLOYEE SATISFACTION, CUSTOMER SATISFACTION AND BANK PERFORMANCE IN SELECTED MONEY DEPOSIT BANK’SIN NIGERIA
PERCEIVEDRELATIONSHIP BETWEEN EMPLOYEE SATISFACTION, CUSTOMER SATISFACTION AND BANK PERFORMANCE IN SELECTED MONEY DEPOSIT BANK’SIN NIGERIA
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Date
2014-10
Authors
GUMMI, Aminu Salisu
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Abstract
The study Perceived relationship between employee satisfaction, customer satisfaction and
Banks performance in Nigeria. Despite many policies put in place to enhance workers’
satisfaction and productivity, leading to customer satisfaction, and to possibly stamp out
unethical practices in the banking sector especially, there are symptoms of sub-optimality
observable from employees, employers, and customers in the industry. The objective of this
study is to investigate the relationship between employee job satisfaction, customer
satisfaction, and performance, to determine the relationship between employee job satisfaction
as measured by employee motivation and firm performance as measured by performance in
Nigerian Banks. The study made use of primary sources of data via the administration of
questionnaire to obtain information. The findings of the study reveal that there is a link
between job satisfaction and performance. The survival of the bank is certain provided they
are able to generate profits regularly. It was recommended that bank management, should
cater for the welfare of the employees in cash and in kind, they should also involve the
employee in decision making process, there should be adequate motivation to the employees so
that they can put more effort in the satisfaction of the customers, listen to them and give them
necessary assistance where and when necessary.
Description
BEING A FINAL THESIS SUBMITTED TO THE POSTGRADUATE SCHOOL,
AHMADU BELLO UNIVERSITY, ZARIA, IN PARTIAL FULFILLMENT OF THE
REQUIREMENTS FOR THE AWARD OF M.Sc DEGREE IN BUSINESS
ADMINISTRATION
DEPARTMENT OF BUSINESS ADMINISTRATION,
FACULTY OF ADMINISTRATION,
AHMADU BELLO UNIVERSITY, ZARIA.
Keywords
PERCEIVED RELATIONSHIP,, EMPLOYEE SATISFACTION,, CUSTOMER SATISFACTION,, BANK PERFORMANCE,, SELECTED MONEY DEPOSIT BANK’S,, NIGERIA