KPMG Nigeria has developed a retail customer satisfaction survey to improve the growth of banking in Nigeria and other countries in Africa .
The report also showed that 42 per cent of bank customers in Nigeria use online banking platforms to carry out transactions.
The firm explained that the report was part of its drive to chart a solid road map for the sector and stakeholders.
Speaking at the presentation of the report in Lagos yesterday, the Head of Financial Services Africa, Adebisi Lamikanra, said much has changed across Africa’s banking industry in the past three years, adding that from their report they found out that retail customers were most concerned about the financial stability of their banks.
She also noted that customers were still concerned about financial stability; while seeking for enhanced high-quality service, more innovation and greater convenience, “regulators across the continent have been highly focused on building up the stability of their banks with higher capital ratio requirements, and tighter lending requirements and more stringent regulatory requirements.”
Lamikanra explained that other regulatory and policy reforms focused on improving financial inclusion as a way to drive economic growth and development, had driven higher levels of competition across many markets.
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