Qualitative interview study demonstrates that project managers drive customer satisfaction using interpersonal skills and technology in banking, highlighting the need to cultivate soft skills.
Background: The Nigerian banking sector is currently grappling with a multitude of obstacles that are having a detrimental impact on consumer satisfaction and trust in the ability of financial institutions to carry out their obligations. However, research has been scarce on how project managers can contribute to enhancing the situation. Hence, this study centres on the responsibilities of project managers in augmenting customer contentment in Nigerian banks, specifically emphasizing UBA Nigeria. Methods: The main data were gathered via interviews with five project managers purposively sampled from UBA, and the responses were qualitatively analyzed using the content analysis framework. Results: The study findings demonstrate that UBA places a strong emphasis on customer satisfaction, and project managers extensively utilize soft skills to enhance customer satisfaction. Nevertheless, project managers do not have a predetermined budget to execute projects aimed at improving customer satisfaction. The UBA employs digital and technological tools to enhance customer satisfaction levels. Conclusion: The study concludes that banks should actively promote the cultivation of interpersonal skills among project managers to foster customer relationships, even in the face of advancing digital technology.
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David et al. (2024) studied this question.
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