MEASUREMENT AND ANALYSIS OF CUSTOMER SATISFACTION USING SIX SIGMA IN NIGERIAN BANKING INDUSTRY
Keywords:
Measure, Banking Sector, Pareto Chart, Six Sigma, DMAICAbstract
Nowadays, there has been huge pressure on organizations to improve on their customer’s satisfaction in order to maintain and increase their customer base. This study seeks to measure and analyse customer satisfaction in Nigerian Banking Sector using Six Sigma Methodology. Primary data was collected through questionnaires, telephone interviews, personal interviews and group interviews. The DMAIC tool of six sigma methodology which is capable of eliminating the slightest problems in a process, was used in this study to analyse the data. The results obtained showed the 13 critical complaints by bank customers along with their intensity. The Pareto chart clearly showed that the main problems experienced by customers are long waiting time and excessive deductions with the scale of 8 out of 10. This showed that these problems need to be addressed quickly. The next intense problems include cumbersome loan procedures, inaccessible customer care, lack of follow up and ignoring the customer. The least problem was found to be incompetent staff with an intensity of 0.5. By addressing these problems, the industry will be in a better shape to combat the challenges of growing completion.
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