EFFECT OF PROCEDURAL JUSTICE AND INFORMATIONAL JUSTICE ON CUSTOMER SATISFACTION OF QUOTED DEPOSIT MONEY BANKS

Service recovery is an important area of study, and in recent years many studies have been conducted to identify the most effective strategies for managing customer complaints and satisfaction. However, failure in providing satisfactory service are usually unavoidable because of many mistakes. Despite the efforts of DMBs in North Central Nigeria to better satisfy their customers, the rate of occurrence of service failure is increasing. There is therefore the need to evaluate the factors that determines customers’ satisfaction of service recovery of DMBs in North Central Nigeria. Research hypotheses were raised to guide the conduct of the study. Service recovery was operationalized by procedural justice and informational justice. Cross sectional, descriptive survey research design was adopted for the study using multiple regression to analyse the data collected from 320 bank customers. The findings confirm that procedural justice positively and significantly affect customers’ satisfaction of DMBs in North Central Nigeria while informational justice negatively and significantly affect customer satisfaction of DMBs in North Central Nigeria. The study concludes that, procedural and informational justice as service recovery variables are major determinates of customers satisfaction of DMBs in North Central Nigeria. The study therefore recommends that management needs to ensure that staff are developed on customer focused attitude, and the need for flexibility of bank processes, and provide alternative channels to customers. Managers should also design effective informational strategies and train employees on how to properly implement them to ensure customer satisfaction.