Assessment of Customer Service Delivery by Office Staff in Selected Microfinance Banks in Kaduna State

This study assesses the quality of customer service delivery by office staff in selected microfinance banks in Kaduna State, in Nigeria's North West geopolitical zone. Microfinance banking has become a critical financial inclusion vehicle in Nigeria, yet concerns about the professionalism and service orientation of frontline office staff continue to affect customer satisfaction and institutional credibility. Using a descriptive survey design, the study targets customer service officers, administrative staff, and bank clients in six microfinance banks across Kaduna metropolis. Data are collected through structured questionnaires administered to both staff and customers, along with service delivery observation protocols. SERVQUAL and the Customer Satisfaction Model provide the theoretical foundation, with supporting literature drawn from studies published between 2020 and 2024. The study evaluates service dimensions including responsiveness, courtesy, reliability, empathy, and tangibles. Staff competence gaps, attitude problems, and systemic service bottlenecks are specifically identified. Recommendations target the Kaduna State government regulatory body and the Central Bank of Nigeria's financial inclusion directorate. Keywords: customer service, microfinance banks, office staff, Kaduna State, service delivery