N N A M O C H A , O B I A G E L I A .
E C H E R E O B I A , N K I R U K A J .
Department of Marketing
Imo State University
This work centres on service quality and consumer sovereignty in Eco bank. This study was necessitated by the challenges experienced by customers occasioned by the bank’s inability to get customers involved in its service delivery which results in poor services. Hence the study aims to ascertain if there is significant relationship between some service quality variables (Tangibility, Reliability and Assurance) and customer sovereignty. Three hypotheses were formulated and relevant literature was reviewed. The study is a survey research; hence data was gathered through a structured questionnaire. 384 customers of the different branches of the bank in Owerri made up the respondents selected using the convenience sampling technique. The data was analyzed with ANOVA aided by SPSS. It was found that tangibility has no significant relationship with customer sovereignty whereas reliability and assurance were found to have significant relationships with customer sovereignty. It was recommended that Eco bank should place less emphasis on tangibility and more on reliability and assurance. This will aid it to continuously keep to its promises to its customers so as to always have their trust. (Reliability) and also improve its security in order to instil more confidence in customers (Assurance).
International Journal of Business and Common Market Studies Vol.13 No. 1&2 © 2019 by The Development Universal Consortia. All Rights Reserved