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The title of this study is Service Quality Dimensions and Customer Satisfaction among Contributory Pension Scheme Participants in Anambra State, Nigeria. This study was conducted with the sole motivation of improving the quality of service delivered by the pension fund administrators. The main objective of this study is to empirically investigate the effect of service quality dimensions on customer satisfaction among the participants of contributory pension scheme in Anambra State. The following hypotheses were stated in the null form: tangibility; reliability; responsiveness; assurance and empathy do not have positive and significant effect on customer satisfaction. This study adopted survey research design and also employed the use of a structured questionnaire as the research instrument. Data were analyzed using descriptive statistics, factor analysis and multiple regressions. The finding revealed that there exists a positive and significant relationship between tangibility; reliability; responsiveness; empathy; assurance and customer satisfaction among participants of contributory pension scheme in Anambra State. This study provided empirical support to show that these service quality dimensions have positive and significant relationship with customer satisfaction. Amongst other things, it was recommended that pension fund administrators should adopt and adapt the theory of service quality dimensions suggested in this study. This study has provided answers to the problem of service quality delivery in the pension industry.
