Service Delivery and Market Performance of Deposit Money Banks in South-West, Nigeria

This study investigated the impact of service delivery on the market performance of Deposit Money Banks in South-West, Nigeria. A survey research design was utilized, employing a structured questionnaire on a six-point Likert scale with 67 questions to gather data. The sample comprised 395 employees from six banks: UBA, Zenith Bank, Access Bank, Polaris Bank, Wema Bank, and Jaiz Bank selected from a population of 30,352 employees. Descriptive statistics and inferential analysis using Structural Equation Modeling (SEM) with SmartPLS were applied to test hypotheses and assess various factors. The findings show that 51% of participants agreed on reduced customer service delays, while 49.5% affirmed fast decision-making and service delivery, though a minority reported ongoing inefficiencies. The structural equation model results indicated moderate to weak relationships between Service Delivery Time (SD) and Top Management Commitment (TMC) with Customer Equity (CE), having correlation coefficients of 0.549 and 0.481, respectively. The study recommended that banks streamline service delivery processes, implement advanced management systems, and regularly review service protocols to enhance customer equity and improve efficiency.