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2018 | nr 31 | 133--148
Tytuł artykułu

Efficiency, Customers' Satisfaction and Deposit Money Banks' Performance in Nigeria

Warianty tytułu
Języki publikacji
EN
Abstrakty
EN
Aim/purpose - The study seeks to explore the technical efficiency of Nigerian banks using production approach and; to establish the relationship that exists between technical efficiency, customers' satisfaction and bank performance in the face of a volatile economy. Design/methodology/approach - Data used in achieving the research objectives were from both primary and secondary sources. The Data Envelopment Analysis (DEA) and Structural Equation Model (SEM) were employed in the analysis of data. 600 hundred questionnaires from 18 deposit money banks. Findings - The study reveals that technical efficiency leads to customers' satisfaction. The findings also show that customers' satisfaction affects bank performance. Further- more, efficiency influences banks' financial performance and this indicates that banks that pursue improved financial performance using a singular approach may be fundamentally misguided. Research implications/limitations - The study has important implications because it suggests that Deposit Money Banks should concentrate effort firstly on efficiency before customers' satisfaction. Bank managers should also seek better way of meeting customers need thereby increasing their customers' satisfaction and increasing bank financial performance. The study is limited in scope since it does not look at other approaches in measuring bank efficiency; further studies should consider using intermediation, user-cost, asset, modern and value-added model approaches in measuring bank efficiency. Originality/value/contribution - The study focuses solely on deposit money banks in Nigeria and empirically analyses the effect of efficiency, customers' satisfaction on financial performance of deposit money banks in Nigeria(original abstract)
Rocznik
Numer
Strony
133--148
Opis fizyczny
Twórcy
  • Business Administration Faculty of Management Science Olabisi Onabanjo University, Ogun, Nigeria
  • Business Administration Faculty of Management Science Olabisi Onabanjo University, Ogun, Nigeria
  • Financial Studies College of Management and Social Sciences Redeemer's University, Osun, Nigeria
Bibliografia
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  • Casu, B., & Molyneux, P. (2000), A Comparative study of efficiency in European banking (Working Paper Series 17). Cardiff: University of Wales, School of Accounting, Banking and Economics.
  • Central Bank of Nigeria (2011). Monetary policy surveillance activities and operations of the CBN in 2011 (Annual report). Retrieved from www.cbn.ng
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  • Ebiringa, O. T., & Okorafor, G. F. (2010). Effects of human capital development on the performance of small and medium scale enterprises in the south-eastern region of Nigeria. Journal of Sustainable Development in Africa, 12(8), 49-58.
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  • Kasman, A. (2010). Consolidation and commercial bank net interest margins: Evidence from the old and new European Union members and candidate countries. Economic Modeling, 27, 648-655.
  • Karray S., & Chichti, J. (2013). Bank size and efficiency in developing countries: Intermediation approach versus value added approach and impact of non-traditional activities. Asian Economic and Financial Review, 3(5), 593-613.
  • Koopmans, T. C. (1951). An analysis of production as an efficient combination of activities. In T. C. Koopmans (Ed.), Activity analysis of production and allocation. Proceeding of a Conference (pp. 33-97). London: John Wiley and Sons.
  • Levy, P. (2009). In with the Old. In spite of the New. Marketing News, 43(9), 1-19.
  • Lovell, C. A. K. (1993). Production frontiers and productive efficiency. In H. O. Fried & S. S. Schmidt (Eds.), The measurement of productive efficiency: Techniques and applications (pp. 3-67). Oxford UK: Oxford University Press.
  • McIntyre, L. J. (1999). The practical skeptic: Core concepts in sociology. Mountain View, CA: Mayfield Publishing.
  • Naceur, S., & Omran, M. (2008). The effects of bank regulations, competition and Financial Reforms on MENA Banks' profitability (Working Paper, No. 44). Cologny: Economic Research Forum.
  • The National Business Research Institute (2009). Customer survey White Paper. Retrieved October 2, 2009 from http://www.nbrii.com/Customer_Surveys/ Measure_Satisfaction.html
  • Noualli, M., Abaoub, E., & Ochi, A. (2015). The determinants of banking performance in front of financial changes: Case of Trade Banks in Tunisia. International Journal of Economics and Financial Issues, 5(2), 410-417.
  • Nyong, M. O. (2005). Management science: An operations research - emphasis in economics and business. Calabar, Nigeria: Clear Lines Publications.
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  • Pasiouras, F. (2008). Estimating the technical and scale efficiency of Greek commercial banks: The impact of credit risk, off balance sheet activities and international operations. Research in International Business and Finance, 22(3), 301-318.
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  • Portela, M. C. A. S., & Thanassoulis, E. (2007). Comparative efficiency analysis of Portuguese bank branches. European Journal of Operations Research, 177(2), 1275-1278.
  • Shen, Z., Liao, H., & Weyman-Jones, H. (2008). Cost efficiency analysis in banking industries of ten Asian countries and regions. Journal of Chinese Economics and Business Studies, 7(2), 199-218.
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Typ dokumentu
Bibliografia
Identyfikatory
Identyfikator YADDA
bwmeta1.element.ekon-element-000171505843

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