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Sunderland Repository records the research produced by the University of Sunderland including practice-based research and theses.

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 (Unpublished)

Item Type: Conference or Workshop Item (Paper)


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.

Firm Competitiveness, Financial Services Quality, Nigeria_AIB US Conference_05 October 2015.pdf

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Uncontrolled Keywords: Firm competitiveness, Financial service quality improvement capabilities, Nigeria
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Depositing User: Augustus Osseo-Asare Jr


Item ID: 5887

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Date Deposited: 22 Jan 2016 11:21
Last Modified: 18 Dec 2019 15:38


Author: Oghenetega Origho
Author: Augustus E. Osseo-Asare
Author: Seema Bhate
Author: Michael E. Ifeanyi

University Divisions

Faculty of Business, Law and Tourism
Faculty of Business, Law and Tourism > Sunderland Business School


Business and Management > Management (general)

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