Pension Service Delivery and Customer Satisfaction of Pension Fund Administrators in Uyo, Akwa Ibom State
Year: 2025
Type: article
Study design: Observational Study
Abstract: This study examines the relationship between pension service delivery and customer satisfaction among Pension Fund Administrators (PFAs) in Uyo metropolis. Three dimensions of service delivery, retirement savings account opening, return on investment (ROI), and customer support service, were evaluated against customer satisfaction. A survey research design was employed, targeting active contributors and customers of PFAs in Uyo, Akwa Ibom State. Data were collected from 384 respondents, with the sample size determined using the Topman formula. A 16-item questionnaire on a 5-point Likert scale was used, and responses were analyzed using simple linear and multiple regression techniques. Findings revealed significant positive relationships between customer satisfaction and (1) retirement savings account opening, (2) ROI, and (3) customer support service. The study concludes that strengthening service delivery is critical for enhancing contributors’ confidence in the pension system. It recommends that PFAs adopt digital platforms for account opening, ensure transparent and regular ROI reporting, and institutionalize customer feedback mechanisms. These measures would not only improve customer satisfaction but also support the broader policy goal of building a sustainable and inclusive pension industry in Nigeria.
Institution: University of Uyo
Language: English
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4414487893
FWCI:
Cites:
Cited by:
Related to: