Knowledge of Banking Services among Frontline Personnel and Quality of Service Delivery in the Nigerian Commercial Bank.

Knowledge of Banking Services among Frontline Personnel and Quality of Service Delivery in the Nigerian Commercial Bank.

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Service quality is no doubt one of the criteria used by existing customers or potential customers to make decision of their continued patronage or choice of service provider. However, knowledge gap of regulatory requirements cum standards among bank employees especially the frontline personnel have been reported as a factor which has contributed to inconsistent service quality delivery and...
 
Published at Journal of Business and Retail Management Research (JBRMR).
Volume 12
Issue 3
Pages 160-167
Published in 2018
 
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10.) Adeniji, A.A. and Akinbode, J.O.
Adeniji Anthonia Adenike » Adeniji Anthonia Adenike is an Associate Professor of Industrial Relations and Human Resource Management in Covenant University, Canaanland, Ota.She obtained her Bachelor of Science (Hons) degree with a Second Class Upper Division from the department of Business Administration, Ogun State uNiversity, now Olabisi Onabanjo University, Ago-Iwoye; Post Graduate Diploma in Financial Management and... view full profile
Adeniji Anthonia Adenike
 
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