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Assessing Total Quality Customer Service as the New Paradigm in Nigeria Banking System
American Journal of Operations Management and Information Systems
Volume 2, Issue 3, August 2017, Pages: 76-80
Received: Oct. 31, 2016; Accepted: Jan. 6, 2017; Published: Jan. 27, 2017
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Authors
Marcus Garvey Orji, Department of Business Administration, Faculty of Administration, Ahmadu Bello University, Zaria, Nigeria
Olowu Daudu Malachy, Department of Business Administration, Faculty of Administration, Ahmadu Bello University, Zaria, Nigeria
Mohammed Zubairu, Department of Business Administration, Faculty of Administration, Ahmadu Bello University, Zaria, Nigeria
Akhimien Emmanuel, Department of Business Administration, Igbinedion University Okada, Okada, Nigeria
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Abstract
The adoption of Total Quality Management (TQM) as part of marketing concepts has shifted competitive advantage from production to customer service. Consequently, how each producer treats the customers has become the subject of competitive manipulation. In the developed nations of the world, quality customer service has proved to be the least unexplored frontiers where organizations can gain competitive advantage. As a result of this new thrust in quality customer service and the need to follow the example of the developed nations. This study sets out to examine whether or not the Nigerian producer or service provider, especially in the banking sector has adjusted to the new trend through its strategic manufactures. The study is a survey research and employed the use of questionnaires, and Blanchard’s (1992) elements of legendary customer strategies were used as the basis for the questionnaires. These strategies were described in terms of commitment to service, recovery strategy, commitment to continuous improvement, listening to customers and responding. The findings revealed that frontline workers have no autonomy to take independent actions when necessary in the interest of both the customer and the bank’s long run profitability, and that Measuring customer satisfaction and feeding the result back to the management for the purpose of improving service delivery is not given due consideration by Nigerian banks. The study recommended among others that banks should define and emphasis service as the primary function of daily operations, and must be able to communicate the goal of complete customer satisfaction to all employees, also Training programmes are effective ways of emphasizing and rewarding talented employees who are tuned into customer needs and satisfaction.
Keywords
Total Quality, Customer Services, Nigerian Banking System
To cite this article
Marcus Garvey Orji, Olowu Daudu Malachy, Mohammed Zubairu, Akhimien Emmanuel, Assessing Total Quality Customer Service as the New Paradigm in Nigeria Banking System, American Journal of Operations Management and Information Systems. Vol. 2, No. 3, 2017, pp. 76-80. doi: 10.11648/j.ajomis.20170203.12
Copyright
Copyright © 2017 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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