IIARD International Institute of Academic Research and Development

WORLD JOURNAL OF FINANCE AND INVESTMENT RESEARCH (WJFIR )

E-ISSN 2550-7125
P-ISSN 2682-5902
VOL. 9 NO. 3 2025
DOI: 10.56201/wjfir.v9.no3.2025.pg64.76

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Assessing the Impact of Service Reliability and Tangibility on Customer Satisfaction: Evidence from Jaiz Bank Plc

SHARIFF Bala Alhaji, Ja'afaru Alhaji Umaru, Ibrahim Iya Gurin

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Abstract

This study investigates the impact of service quality dimensions—specifically reliability and tangibility—on customer satisfaction in Jaiz Bank, Yola, Adamawa State, Nigeria. Using a descriptive survey design, data were collected through structured questionnaires administered to 317 customers of the bank. The analysis revealed that both reliability and tangibility significantly influence customer satisfaction. The reliability dimension, indicated by timely service delivery and accurate transaction execution, showed a positive correlation with customer satisfaction. Similarly, tangibility factors such as the use of modern equipment, neat appearance of staff, and appealing physical facilities were found to enhance customer perceptions and satisfaction levels. These findings support existing literature and underscore the importance of maintaining high- quality service delivery in Islamic banking institutions. The study recommends continuous staff training and infrastructure improvements to sustain customer loyalty and satisfaction.

keywords:

Service Quality, Customer Satisfaction, Reliability, Tangibility, Islamic Banking

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