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Efficiency, customers’ satisfaction and deposit money banks’ performance in Nigeria

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Worimegbe P. M., Abosede A. J., Worimegbe T. M.
Journal of Economics and Management
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2018
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vol. 31
133-148
EN
Aim/purpose – The study seeks to explore the technical efficiency of Nigerian banks using production approach and; to establish the relationship that exists between technical efficiency, customers’ satisfaction and bank performance in the face of a volatile economy. Design/methodology/approach – Data used in achieving the research objectives were from both primary and secondary sources. The Data Envelopment Analysis (DEA) and Structural Equation Model (SEM) were employed in the analysis of data. 600 hundred questionnaires from 18 deposit money banks. Findings – The study reveals that technical efficiency leads to customers’ satisfaction. The findings also show that customers’ satisfaction affects bank performance. Further- more, efficiency influences banks’ financial performance and this indicates that banks that pursue improved financial performance using a singular approach may be fundamentally misguided. Research implications/limitations – The study has important implications because it suggests that Deposit Money Banks should concentrate effort firstly on efficiency before customers’ satisfaction. Bank managers should also seek better way of meeting customers need thereby increasing their customers’ satisfaction and increasing bank financial performance. The study is limited in scope since it does not look at other approaches in measuring bank efficiency; further studies should consider using intermediation, user-cost, asset, modern and value-added model approaches in measuring bank efficiency. Originality/value/contribution – The study focuses solely on deposit money banks in Nigeria and empirically analyses the effect of efficiency, customers’ satisfaction on financial performance of deposit money banks in Nigeria. Keywords: Bank efficiency, customers’ satisfaction, bank performance. JEL Classification: C19 G21 G29.
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Efficiency and client satisfaction of Islamic and conventional banks: A bilateral effect

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Talla A.
Business and Economic Horizons
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2018
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vol. Volume 14
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issue Issue 2
282-299
EN
In this paper, we investigate the possible bidirectional causal relationship between bank efficiency and client satisfaction in the banking sector of Kuwait. For this purpose, we applied structural equation model (SEM) methodology. Based on a 5-point Likert scale questionnaire, data was gathered from Islamic banks (IBs) clients and conventional banks (CBs) client. We found a significant evidence of a, relatively, higher client satisfaction for IBs. The findings, also, provide evidence of a positive and significant bilateral causal relationship between client satisfaction and bank efficiency. This is a result that confirms an anticipated theoretical proposition related to the ultimate goal of firm value maximization. Discussions, interpretations, implications, and recommendations are provided.
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Determinants of banks’ profitability and efficiency: Empirical evidence from a sample of Banking Systems

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Rekik M., Kalai M.
Journal of Banking and Financial Economics
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2018
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issue 1(9)
5-23
EN
The aim of this study is to analyze the determinants of the bank profitability and efficiency in conventional banks. This study compares accounting-based and economic-based measures of efficiency and profitability of conventional banks in fourteen countries. Accounting variables help explain cost and profit efficiency, but cost efficiency has little impact on profitability and profit efficiency. In fact, the study of profitability is crucial in assessing the health of organizations. However, profitability of the banking sector is particularly important as the soundness of the sector is closely related to the soundness of the entire economy. In this paper, banks’ profitability and its determinants in Tunisia as well as in 13 different countries were investigated. The determinants of bank profitability are analyzed with the data from 110 banks over the period 1999–2012 using the panel data method generalized method of moments. Our results suggest that researchers should probably focus more on profit efficiency than cost efficiency. Almost all banks are below the optimal size.
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