Service quality improvement capabilities impacting Firms’ competitiveness in the Nigerian Financial Industry – from customers’ perspective

Origho, Oghenetega, Osseo-Asare, Augustus E., Bhate, Seema and Ifeanyi, Michael E. (2015) Service quality improvement capabilities impacting Firms’ competitiveness in the Nigerian Financial Industry – from customers’ perspective. In: Academy of International Business (AIB) US-W Conference, 22-25 October 2015, University of Washington, Seattle, Washington, USA. (Unpublished)

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Abstract

Despite the fact that Nigeria in recent years is considered to be one of the fastest growing economies in Africa, the country still faces major challenges as a direct result of the activities of firms in the financial services industry. Prior studies on financial service quality improvement reveal a significant gap in the way financial service quality is perceived by customers in Nigeria, coupled with the lack of understanding of the centrality of service quality in the development of a firm’s dynamic capabilities. This paper investigates the impact of socio-cultural factors on Nigerian customers’ perceptions of financial service quality using a Questionnaire Survey of 774 respondents. Factor analysis and Structural equation modelling (SEM) led to the development of a holistic framework comprising of six components for improving the Nigerian financial service quality: digital technology, internal processes, low-cost leadership, streamlining financial service portfolio, communication frequency and staff inter-personal communication skills in the Nigerian context. The major limitation of this study relates to the fact that it focuses only on customers’ perspectives; as such, further studies would use a mix of Questionnaires and In-depth Interviews on a wider range of stakeholders in Nigeria.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Firm competitiveness, Financial service quality improvement capabilities, Nigeria
Subjects: Business and Management > Management (general)
Divisions: Faculty of Business and Law > Department of Business and Management
International Centre for Research in Innovation, Sustainability and Entrepreneurship
Related URLs:
Depositing User: Augustus Osseo-Asare Jr
Date Deposited: 22 Jan 2016 11:21
Last Modified: 08 Mar 2017 17:21
URI: http://sure.sunderland.ac.uk/id/eprint/5887

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