Abstract
This study investigated the extent to which technology-banking culture impacts on customer satisfaction with age cum generational differentials as moderating factor. A Likert-type survey was administered, via convenience sampling, to customers of Zenith Bank, First Bank, Fidelity Bank, Guarantee Trust Bank and Access Bank at the corporate headquarters of the Nigerian National Petroleum Corporation (NNPC). 300 copies of the survey were distributed while 259 customers responded, representing 86.3% of the administered instrument. Data was analyzed using descriptive statistics. Findings revealed that customers across all age categories gain significant satisfaction from tech-banking culture. However, compared to younger customers, older customers are practically more inclined to face-to-face (FTF) banking. Both the younger tech-savvy generation and the older techno-phobic generation are equally dissatisfied with the use of automated helpdesks. It was recommended that other Nigeria-based businesses, inclusive of government parastatals and establishments, should fully adopt technology-driven systems and processes towards earning Nigeria a better technology-compliance status as an upcoming economy provided that they also eliminate automated machines and leverage on humans for the delivery of helpdesk services. Keywords: Organizational Culture, Customer, Customer Satisfaction DOI : 10.7176/EJBM/11-18-01 Publication date :June 30 th 2019
Highlights
Profit making is the fundamental strategic intent of every business whether such profit is monetary or nonmonetary and irrespective of the type, size or location of the business
Diverse organizational cultural elements directly affect employees, and where positive, they snowball into customer satisfaction, resource conservations and such positive relationships with customers that support increased return on investment (Musanzikwa & Ramchander, 2018)
Given the purported criticality of organizational culture in the actualization of business goals, this study is aimed at ascertaining how it enables or disables the satisfaction of customers across five banks located within the corporate headquarters of the Nigerian National Petroleum Corporation (NNPC) in Abuja, Nigeria’s capital city
Summary
Profit making is the fundamental strategic intent of every business whether such profit is monetary or nonmonetary and irrespective of the type, size or location of the business. Satisfied customers exhibit brand loyalty and commitment, and only can a business be sure of competitive advantage and its resultant profitability. Customers can only gain satisfaction if they are consciously indulged by the organization whether in terms of the quality of product or service for which they pay money or on account of the intangible, psycho-social experiences from the organization’s customer relationship management efforts. Customer relationship management is in itself a factor of business values systems or organizational culture. Diverse organizational cultural elements directly affect employees, and where positive, they snowball into customer satisfaction, resource conservations and such positive relationships with customers that support increased return on investment (Musanzikwa & Ramchander, 2018). In the same vein Madhani (2018, p46) posited : “The major distinguishing feature in highly successful organizations and their most important competitive advantage is their organizational culture”
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