Research Article

Effects of Service Quality on Customer Retention in the Nigerian Banking Sector

Kopsherrah Korbe Wakm1*, Clement Adewole2
1 Department of Banking and Finance, University of Jos, Jos
2 University of Jos
* Corresponding author: kopsherrahkorbewakm@jbfr.org.ng
Published: Dec, 2025
DOI: 10.67862/jbfr.2025.0imkcaus
Pages: 84-95
Views: 65
Downloads: 38

Abstract

Customer retention is not merely a matter of providing satisfactory services, it is deeply tied to a bank’s ability to build lasting relationships, maintain trust, and consistently meet customer expectations. When these aspects are neglected, it can result in high customer churn rates, which in turn affect the financial stability of the bank. This study examined the effects of service quality on customer retention in the Nigerian banking sector. Specifically it investigated the effects of Reliability, Responsiveness and Empathy on customer retention in the Nigerian Banking sector. The study employed a descriptive and quantitative survey research design. Data required for the study was collected through primary sources using adapted Questionnaire. Sample size of 399 which constituted customers of various banks was used in the study and data analysed through multiple regression using SPSS version 26. The findings of the study revealed that Reliability had a significant positive effect on customer retention. Responsiveness also showed a significant effect on customer retention, and Empathy equally had a significant impact on customer retention. The study recommended that Management should ensure their systems and staff are capable of delivering services accurately and without errors. This includes investing in reliable banking technology, minimising transaction failures, and fulfilling customer requests as promised. Employees should be trained to handle customer inquiries and complaints promptly and professionally. Management should set up real-time feedback mechanisms and ensure staff are empowered to resolve issues on the spot, and that personalised service delivery should be encouraged. Front line staff must be trained to listen actively, show understanding, and treat each customer with respect and genuine concern.

Keywords

Customer retention Service Quality Reliability Responsiveness and Empathy

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How to Cite

Wakm, K. K., & Adewole, C. (2025). Effects of Service Quality on Customer Retention in the Nigerian Banking Sector. Journal of Banking and Finance Research, 1(1), 84-95. https://doi.org/10.67862/jbfr.2025.0imkcaus

K. K. Wakm, and C. Adewole, "Effects of Service Quality on Customer Retention in the Nigerian Banking Sector," Journal of Banking and Finance Research, vol. 1, no. 1, pp. 84-95, December 2025. doi: 10.67862/jbfr.2025.0imkcaus

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