EFFECT OF ETHICAL CODES ON CUSTOMER SERVICE DELIVERY OF SELECTED QUOTED DEPOSIT MONEY BANKS IN LAGOS STATE, NIGERIA

Abstract

This study examined the effect of ethicalcodes on customer service delivery of selected quoted deposit money banks in Lagos state, Nigeria. Cross-sectional survey research design was adopted in the study. The population was 38,003 staff and 17,780 corporate customers of eight selected deposit money banks in Lagos State, Nigeria. A sample size of 494 for banks staff and 494 customers were determined using Cochrans formula. Stratified proportionate sampling technique was adopted in the study. Data were collected using a structured and validated questionnaire. Cronbachs Alpha coefficients for ethical code was 0.759 and for customer service delivery 0.762. The response rate for bank staff and corporate customer were 88% and 89% respectively. Data collected were analyzed using descriptive and inferential (linear regression) statistics. The finding revealed that ethical code had no significant effect on customer service delivery of selected quoted deposit money banks in Lagos state, Nigeria (β = 0.031, t = 0.462, p>0.05). It was recommended that Chartered Institute ofBankers of Nigeria should re-awake and promote Professional Code of Ethics in the Nigerian Banking Industry.