An evaluation of customer trust in corporate banking services: A case study of Zenith Bank, Kano
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Background of the Study
Customer trust is a vital asset in corporate banking, influencing customer retention, profitability, and competitive advantage. Zenith Bank in Kano has focused on building and maintaining trust through transparent operations, robust security measures, and personalized customer service. Trust is fostered by consistent communication, timely service delivery, and the effective management of risk, all of which contribute to a positive banking experience (Ijeoma, 2023). The bank’s commitment to ethical practices and regulatory compliance further enhances its reputation, thereby increasing customer confidence. Digital innovations, such as secure online banking platforms and real-time transaction monitoring, play a crucial role in reinforcing trust among corporate clients (Adeniran, 2024).
Zenith Bank’s approach includes continuous feedback mechanisms and customer engagement programs aimed at addressing concerns promptly and adapting services to meet evolving needs. By leveraging data analytics and customer relationship management (CRM) systems, the bank can monitor trust indicators and implement improvements where necessary. However, challenges such as cybersecurity threats, inconsistent service quality, and communication gaps can undermine customer trust. Moreover, external factors like market volatility and regulatory changes add to the uncertainty, impacting customer perceptions (Chukwu, 2025). This study evaluates customer trust in Zenith Bank’s corporate banking services, investigating the factors that influence trust and proposing strategies to enhance it for improved long-term performance.
Statement of the Problem
Despite targeted efforts to build customer trust, Zenith Bank experiences challenges in consistently maintaining high levels of confidence among its corporate clientele. A significant problem is the occurrence of service inconsistencies and occasional security breaches that erode trust (Ijeoma, 2023). Furthermore, the rapid evolution of digital banking services means that trust must be continuously rebuilt through proactive communication and robust risk management. The lack of a comprehensive system to monitor and address trust-related issues in real time further complicates the situation. Additionally, external economic pressures and regulatory uncertainties can negatively impact customer perceptions, leading to diminished trust and loyalty (Adeniran, 2024). Internal issues, such as inadequate staff training and insufficient integration of customer feedback, also contribute to trust deficits. These factors collectively hinder Zenith Bank’s ability to sustain customer trust, thereby affecting retention and overall profitability (Chukwu, 2025). This study seeks to identify the root causes of trust erosion in corporate banking services and propose effective measures to reinforce customer trust.
Objectives of the Study
- To assess the current level of customer trust in Zenith Bank’s corporate banking services.
- To identify factors that negatively affect customer trust.
- To recommend strategies for enhancing customer trust and loyalty.
Research Questions
- What is the current level of customer trust in Zenith Bank’s corporate banking services?
- What factors contribute to erosion of trust among corporate clients?
- What strategies can be implemented to enhance customer trust?
Research Hypotheses
- H₁: Consistent service delivery significantly enhances customer trust.
- H₂: Inadequate cybersecurity measures negatively impact trust.
- H₃: Improved customer feedback integration leads to higher trust levels.
Scope and Limitations of the Study
The study is confined to Zenith Bank’s corporate banking division in Kano, focusing on customer trust indicators over recent years. Limitations include reliance on self-reported data and external market influences.
Definitions of Terms
- Customer Trust: The confidence that customers have in a bank’s reliability and integrity.
- Corporate Banking Services: Financial services offered to large business entities.
- CRM Systems: Tools used to manage customer relationships and feedback.
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