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ABSTRACT
This study examines the various factors that influences the level of customer satisfaction in the Nigerian banking industry. It investigates the level of customer satisfaction to the quality of services offered by banks in Nigeria, the rate of bank charges, use of ATM services, as well as online banking services. However, the population of this study is geographically limited to banks within the University of Benin, Benin city, Edo state. This study used primary data collected from a well-structured questionnaire which investigates level of customer satisfaction to the quality of services offered by banks in Nigeria. To this end, the study conclude that customer service quality, online service, and network quality/internet connectivity have statistically significant relationship with customer satisfaction in Nigeria. Also, automatic teller machine service (ATMs) and bank charges are not significantly related to customer satisfaction. The study recommended that banks should sustain and improve upon customer service quality, online service, and network quality/internet connectivity to retain and attract more customers. Also, Banks should strive by committing more resources to the improvement of their automatic teller machine service in order to improve its efficiency and availability. Lastly, Regulatory authorities and individual banks should review and revise bank charges that are considered inimical to the level of customers satisfaction.
