Organizational Culture and Customer Satisfaction in The Nigerian 
Banking Industry: Etsako-West L.G.A, Edo State In Perspective

IMOLOGOMHE Michael Osiriamhe(PhD Student)1 and 
OTSUPIUS  Anthonia Ighiebemhe (PhD)2

Organizational Culture and Customer Satisfaction in The Nigerian Banking Industry: Etsako-West L.G.A, Edo State In Perspective

IMOLOGOMHE Michael Osiriamhe(PhD Student)1 and OTSUPIUS Anthonia Ighiebemhe (PhD)2

Keywords: Organizational culture, Customer satisfaction, Customer-focused strategy, Customer-centricity, Commercial Banks.

Abstract

This study delves to investigate the correlation between organizational culture and customer satisfaction in the Nigerian banking sector, emphasizing how organizational culture influences employee conduct, customer interactions, and overall business outcomes. The research surveyed literate customers from nine commercial banks in Auchi, Edo state, distributing and retrieving 180 questionnaires using a random sampling method. Data analysis employed descriptive statistics like mean and standard deviation, while linear regression analysis was conducted with Statistical Package for Social Sciences (SPSS) Version 25.0, tested null hypotheses. The findings reveal a significant positive relationship between organizational culture and customer satisfaction, as well as a notable positive correlation between customer-focused strategies and customer satisfaction within the Nigerian banking industry. The research suggests that corporate banks should prioritize investing in nurturing a favourable organizational culture that promotes values like customer-centricity, innovation, and employee engagement. Additionally, banks should regularly review and adapt their customer-focused strategies to stay attuned to changing customer demands and preferences.

Published

August, 2024

ISSUE

VOL.4.NO.2

Citation

IMOLOGOMHE Michael Osiriamhe(PhD Student)1 and OTSUPIUS Anthonia Ighiebemhe (PhD)2 (August, 2024). Organizational Culture and Customer Satisfaction in The Nigerian Banking Industry: Etsako-West L.G.A, Edo State In Perspective . International Journal of Marketing and Management Sciences,(VOL.4.NO.2), 185 - 200.

APA format

IMOLOGOMHE Michael Osiriamhe(PhD Student)1 and OTSUPIUS Anthonia Ighiebemhe (PhD)2 . "Organizational Culture and Customer Satisfaction in The Nigerian Banking Industry: Etsako-West L.G.A, Edo State In Perspective ." International Journal of Marketing and Management Sciences, vol. , no. VOL.4.NO.2, August, 2024, pp. 185 - 200.

MLA format

IMOLOGOMHE Michael Osiriamhe(PhD Student)1 and OTSUPIUS Anthonia Ighiebemhe (PhD)2 . August, 2024. "Organizational Culture and Customer Satisfaction in The Nigerian Banking Industry: Etsako-West L.G.A, Edo State In Perspective ." International Journal of Marketing and Management Sciences , no. VOL.4.NO.2: 185 - 200.

Chicago format

IMOLOGOMHE Michael Osiriamhe(PhD Student)1 and OTSUPIUS Anthonia Ighiebemhe (PhD)2 (August, 2024). "Organizational Culture and Customer Satisfaction in The Nigerian Banking Industry: Etsako-West L.G.A, Edo State In Perspective ." International Journal of Marketing and Management Sciences, vol. , no. VOL.4.NO.2, pp. 185 - 200.

Harvard format