SERVICE QUALITY DIMENSIONS AND CONSUMER PERCEPTIONS IN THE STOCK BROKING FIRMS IN SOUTH- EAST ZONE NIGERIA

ABSTRACT

The study investigated consumer perceptions of service quality dimensions delivery, in the Nigerian Stock Broking Firms, particularly the consumers from South-East geo-political zone. The study sought to ascertain the levels to which consumers perceive service quality dimensions within a highly sensitive, regulated and complex services sector. The study is based on the Perceived Justice Theory, propounded by G.C. Homans (1961), which has two components: the distributive justice theory and procedural justice theory. The study adopted survey questionnaire based on the SERVQUAL model, modified by Bahia and Nantel (2000) as the Banking Service Quality (BSQ) scale. A total of 384 copies of the questionnaire………

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