Quality of Non-Interest Banking Services and Customers’ Satisfaction Evidence from Jaiz Bank PLC, Kaduna, Nigeria

The dwindling levels of service quality in Nigerian financial institutions had resulted in abysmal performance of most banks and other financial institutions in the sector and this challenge has made it imperative for financial firms to be customer centered in all their operational activities. The purpose of this study is to determine the effect of service quality of non-interest bank on customers’ satisfaction using Jaiz Bank PLC, Kaduna as a case study. The study utilized convenience and snowball sampling techniques to select 147 customers who served as respondents in the study. Correlation and multiple regression analysis were employed as analytical techniques. The results show that compliance with Islamic laws is highly correlated with customer satisfaction which was followed respectively by assurance, reliability, tangibility, responsiveness and empathy dimensions. It was also discovered that the six service quality dimensions significantly influenced the satisfaction of Jaiz Bank Plc, Kaduna branch customers’. The study recommends that management of the bank should exploit and maneuver the service quality dimensions as a survival strategy for improving customers’ satisfaction in an industry characterized by intense competition and environmental dynamism.

Keywords: Services Quality, Non-Interest Banking Services, Customer Satisfaction, Kaduna, Jaiz Bank