Customers’ Expectation and Services Performance in Pension Fund Administration (PFA) in Southeast Nigeria

Abstract

This paper examines service quality from the perspective of consumers’ expectations of the quality of service delivery contrasted with actual service delivery (or service performance) in pension fund administration (PFA) marketing. Three hundred and eighty four respondents from various ministries, departments and agencies in Enugu participated in the survey. A modified version of SERVQUAL questionnaire instrument was used to elicit response on the service quality attribute and satisfaction. Two hypotheses were developed and tested using the student t-test statistics and Regression Analysis. The results showed that significant difference exist between customer perception and expectations of pension services. The assurance attribute was found to have the greatest influence on satisfaction and tangible cues with the least influence. It was therefore, recommended that pension managers should adopt strategies to influence customer perception such as measuring and managing satisfaction and service quality, making promises they can keep and keeping them and managing the service evidence and providing training and empowerment to their employees.