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Abstract
The broad objective of this study is to examine the influence of perception of service quality attributes on customer loyalty in the banking industry in Benin City, Nigeria. The study also aims to find out the most important attributes of service quality in the banking industry, which can be used to evaluate the characteristics of banking service quality as perceived by customers. The model was developed and later tested by using the Ordinary Least Square (OLS) procedure on data collected from a survey that yielded 385 usable questionnaires from commercial banking customers drawn from different banks in Benin City, Nigeria. The findings demonstrated that all the service quality attributes have significant and positive influence on customer loyalty in the commercial banking industry in Benin City, Nigeria. The result shows reliability dimension of service quality demonstrates the highest positive correlation with customer loyalty and responsiveness shows the least positive correlation with customer loyalty. This study suggests that service quality model is a suitable instrument for measuring the bank service quality in Nigeria. Therefore, managements of banks can use this instrument to assess the bank service quality in Nigeria. The findings also imply that the relationship
