Optimizing Service Delivery in Nigerian Banks Leveraging Timeliness and Prioritization Strategies

Main Article Content

Kamoru Lanre AKANBI (PhD)
Abdulazeez Alhaji SALAU (PhD)
Ibrahim Bamidele HAMZAT (PhD)

Abstract

The purpose of this study is to determine the effect of timeliness and prioritization in the workplace and the analysis of cause and effect on service delivery in the Nigerian banking sector. This study uses a descriptive design method, while the type of data used is primary data obtained through a structured questionnaire. The population of the study was 384 customers of the three selected retail banking institutions with a sample size of 384 using Godden's formula. The target population of this study is made up of all customers of First Bank, Access Bank and United Bank for Africa (UBA) located in Ilorin metropolis, Kwara State, Nigeria. Data was analysed using analysis of variance (ANOVA), while the result of regression revealed planning of time has a positive and significant effect on service delivery with a coefficient value of 0.194 and a critical value of t=2.435, p-value (0. 016) < 0.05. The study therefore recommends that Banks should go beyond offering basic services which are transactional in nature, and also concentrate on developing good relationships with customers with the sincere motive of satisfying and retaining them.

Keywords: Customer Satisfaction, Performance, Prioritization, Planning, Scheduling, Nigerian Banks

Article Details

Optimizing Service Delivery in Nigerian Banks: Leveraging Timeliness and Prioritization Strategies. (2024). African Journal of Management and Business Research, 15(1), 273-284. https://doi.org/10.62154/7fpqz952
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Copyright (c) 2024 Kamoru Lanre AKANBI (PhD), Abdulazeez Alhaji SALAU (PhD), Ibrahim Bamidele HAMZAT (PhD) (Author)

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Kamoru Lanre AKANBI (PhD), Kwara State University, Malete, Kwara State, Nigeria.

Department of Business and Entrepreneurship,

Faculty of Management and Social Sciences,

Kwara State University, Malete, Kwara State, Nigeria.

Abdulazeez Alhaji SALAU (PhD), Kwara State University, Malete, Kwara State, Nigeria.

Department of Business and Entrepreneurship,

Faculty of Management and Social Sciences,

Kwara State University, Malete, Kwara State, Nigeria.

Ibrahim Bamidele HAMZAT (PhD), Kwara State University, Malete, Kwara State, Nigeria.

Department of Business and Entrepreneurship,

Faculty of Management and Social Sciences,

Kwara State University, Malete, Kwara State, Nigeria.

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