International Journal of Research in Finance and Marketing (IJRFM) Available online at: http://euroasiapub.org/current.php?title=IJRFM Vol. 8 Issue 1, January - 2018 ISSN(o): 2231-5985 | Impact Factor: 6.397 International Journal of Research in Finance & Marketing Email:- editorijrim@gmail.com, http://www.euroasiapub.org An open access scholarly, peer-reviewed, interdisciplinary, monthly, and fully refereed journal 1 MANAG)NG T(E EFFECTS OF SERV)CES QUAL)TY ON CUSTOMER SAT)SFACT)ON )N SELECT BANKS )N ON)TS(A ȋANAMBRA STATE: N)GER)A Oranusi, )feanyichukwu N ͳ Department of Marketing, Chukwuemeka Odumegwu Ojukwu University, Uli – Nigeria Okolo, Victor O ʹ Department of Marketing, University of Nigeria, Nsukka, Enugu Campus – Nigeria Obikeze, Chinedum O ͵ Department of Marketing, Chukwuemeka Odumegwu Ojukwu University, Uli – Nigeria Mmamel Zita U Ͷ Department of Marketing, )nstitute of Management and Technology, Enugu – Nigeria Ugonna, )kechukwu A ͷ Department of Marketing, Chukwuemeka Odumegwu Ojukwu University, Uli – Nigeria Okolo, Joachin U ͸ Department of Marketing, )nstitute of Management and Technology, Enugu – Nigeria ABSTRACT The research was aimed at measuring and managing service quality in Nigeria banking sector. Bank customers are tired of the poor services delivery by banks in Nigeria in all aspect of service quality element such as assurance, responsiveness, reliability, tangibility and empathy. The specific objectives of the study are to determine the extent of relationship between service attribute ȋraterȌ and service quality in the Nigerian banking sector, ͵ͷ͸ respondents were sampled using the questionnaire. Reliability of the instrument was determined using Cronbachǯs alpha ȋͲ.ͻ͵ͲȌ. Primary data was analysed using Chi-square test of independence. Findings revealed a significant relationship between assurance and customer satisfaction ȋ χ ʹ = ͳͳ͹ͷ.ͺͶͲ, p<Ͳ.ͲͷȌ; that the Reliability has a significant effect on customer satisfaction ȋχ ʹ = ͻͷͲ.͵ͺͶ,p<Ͳ.ͲͷȌ; that there is a significant relationship between empathy and customer satisfaction ȋχ ʹ = ͹ͻͺ.ͺͶ͹, p<Ͳ.ͲͷȌ; that responsiveness has a significant influence on customer satisfaction ȋχ ʹ = ͹Ͷͻ.ͷͷ͹, p<Ͳ.ͲͷȌ;and finally, that tangibles have a significant impact on customer satisfaction ȋχ ʹ = ͹͹ͷ.͹͹ͺ,p<Ͳ.ͲͷȌ. The researcher recommends that the service quality element s should be improved in these dimensions to ensure a high degree of customer satisfaction and delight. Keywords: Service quality, Customer satisfaction, SERVQUAL,