TABLE OF CONTENTS

Declaration I
Acknowledgements III
Table of Contents IV
Abstract 1
CHAPTER 1: INTRODUCTION
1.1: Background of the Study 3
1.2: The evolution of the Nigerian Banking Industry 3
1.3: Overview of Skye Bank Plc. 4
1.4: Research Objectives 6
1.5: Research Question 6
1.6: Research Hypothesis 7
1.7: Recipient for the Research 7
1.8: Scope and limitations of the Research 7
1.9: Organisation of the Dissertation 8
1.9.1: Chapter 1: Introduction 8
1.9.2: Chapter 2: Literature Review 8
1.9.3: Chapter 3: Research Methodology 8
1.9.4: Chapter 4: Data Analysis and Findings 8
1.9.5: Chapter 5: Conclusion and Recommendation 8
1.9.6: Chapter 6: Self Reflection 9
1.10: Major Contribution of the study
CHAPTER 2: LITERATURE REVIEW
2.1: Introduction
2.2: What are Services?
2.3: Service Quality
2.3.1: The need for and Impact of Service Quality in Banks
2.3.2: Perceived Service Quality in Banks
2.4: Customer Perception of Service Quality
2.4.1: Factors influencing customer perception of Service Quality 18
2.5: Determinants of Service Quality
2.6: SERVQUAL Model
2.6.1: Application of the SERVQUAL model in the retail Banking Industry 24
2.8: Customer Satisfaction
2.9: Customer Loyalty
2.10: Customer Expectation
2.11: Conclusion
CHAPTER 3: RESEARCH METHODOLOGY AND METHODS
3.1: Introduction
3.2: Distinguishing Between Research Method and Methodology
3.3: Research Philosophy
3.3.1: Positivism
3.3.2: Realism 34
3.3.3: Interpretivism 34
3.4: Research Approach 35
3.5: Research Choice 36
3.6: Research Strategy 37
3.6.1: Purpose for Survey Strategy 38
3.6.2: Advantages of Survey 38
3.6.3: Disadvantages of Survey 39
3.7: Time Horizon 39
3.8: Research Design 40
3.9: Credibility of the Research Findings 40
3.10: Data Collection 41
3.10.1: Secondary Data Collection 41
3.10.2: Primary Data Collection 42
3.10.3: Questionnaires 42
3.10.4: Production of Internet Questionnaires 42
3.10.5: Rationale for Internet Questionnaires 43
3.10.6: Questionnaire design process 43
3.10.7: Pilot test for the Questionnaire 44
3.11: Population and Sampling 44
3.11.1: Population 44
3.11.2: Research Population defined 44
3.11.3: Sampling 45
3.11.4: Sampling Technique 46
3.12: Research Ethics 47
3.13: Conclusion 47
CHAPTER 4: DATA ANALYSIS AND FINDINGS
4.0: Data Analysis and Findings 49
4.1: Quantitative data analysis and finding-Questionnaire 49
4.2: Gender 50
4.3: Age and demographics 50
4.4: Education 51
4.5: Please specify how long you have patronised the bank 53
4.6: Objective 1: To identify the factors influencing customers perception of service in
banks 54
4.7: Objective 2: To evaluate how well the bank satisfies its customers 62
4.8: Objective 3: To access the perception of retail bank customers towards bank service
quality 68
4.9: Hypothesis 1: There is a relationship between service quality and customer
satisfaction in banks 75
4.10: Hypothesis 2: Customer satisfaction has a positive significant impact on customer
loyalty 76
4.11: Conclusion 77