The Nexus Between Management Control, Accountability and Customer Service Delivery in Deposit Money Banks in Northeastern Nigeria
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This study assessed the Nexus between Management Control, Accountability and Customer Service Delivery in Deposit Money Banks in Northeastern Nigeria. The objective of the study is to determine whether management control has a significant effect on accountability and customer service delivery in deposit money banks in Northeastern Nigeria. For the purpose of this study, survey research design was adopted where data were generated from structured questionnaire. 600 respondents were selected in Ecobank, First Bank, Zenith Bank, Skye Bank, Keystone Bank, GT Bank, Union Bank, UBA, Fidelity Bank and Access Bank respectively in Yola, Maiduguri, Jalingo, Damaturu, Gombe and Bauchi in Nigeria. Two hypotheses were formulated for this research. Chi-square at 5% level of significance was used in testing hypothesis 1 while regression was used in testing hypothesis 2 through the use of Statistical Package for Social Sciences (SPSS) version 20. The finding from hypothesis one reveals that there is a high level of significance between Management Control and Accountability while hypothesis 2 reveals that Management Control has a significant effect on Customer Service Delivery by virtue of the analysis showing an R square value of 76.2%. The study recommends that management control should be improved in terms of performance and target achievement so as to facilitate increased accountability and efficiency of customer service delivery.
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