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首页> 外文期刊>European Journal of Business and Management >Effect of Organisational Culture on Customer Satisfaction in Selected Nigerian Banks: Evidence from Multiple Age Bands
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Effect of Organisational Culture on Customer Satisfaction in Selected Nigerian Banks: Evidence from Multiple Age Bands

机译：组织文化对尼日利亚银行客户满意度的影响：来自多年频段的证据

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摘要

This study investigated the extent to which technology-banking culture impacts on customer satisfaction with age cum generational differentials as moderating factor. A Likert-type survey was administered, via convenience sampling, to customers of Zenith Bank, First Bank, Fidelity Bank, Guarantee Trust Bank and Access Bank at the corporate headquarters of the Nigerian National Petroleum Corporation (NNPC). 300 copies of the survey were distributed while 259 customers responded, representing 86.3% of the administered instrument. Data was analyzed using descriptive statistics. Findings revealed that customers across all age categories gain significant satisfaction from tech-banking culture. However, compared to younger customers, older customers are practically more inclined to face-to-face (FTF) banking. Both the younger tech-savvy generation and the older techno-phobic generation are equally dissatisfied with the use of automated helpdesks. It was recommended that other Nigeria-based businesses, inclusive of government parastatals and establishments, should fully adopt technology-driven systems and processes towards earning Nigeria a better technology-compliance status as an upcoming economy provided that they also eliminate automated machines and leverage on humans for the delivery of helpdesk services.
机译：本研究调查了技术 - 银行文化对顾客满意度影响到年龄暨代差的程度，作为调节因素。通过方便抽样，向尼日利亚国家石油公司（NNPC）（NNPC）的公司总部，通过方便抽样来管理李克特型调查。在259名客户答复的同时分发了300份调查，代表了管理仪器的86.3％。使用描述性统计分析数据。调查结果显示，所有年龄段类别的客户都会从技术银行文化中获得显着满足。然而，与年轻客户相比，老客户实际上更倾向于面对面（FTF）银行​​业务。较年轻的技术精明的生成和较旧的技术 - 恐惧生成同样不满意使用自动化节点。建议其他尼日利亚的商人包括政府寄生和机构，应充分采用技术驱动的系统和流程，以获得尼日利亚更好的技术合规性地位，因为他们还消除了自动化机器和杠杆对人类的杠杆作用为了提供帮助台服务。

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