0704-883-0675     |      dataprojectng@gmail.com

THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON CUSTOMER SATISFACTION

  • Project Research
  • 1-5 Chapters
  • Abstract : Available
  • Table of Content: Available
  • Reference Style: APA
  • Recommended for : Student Researchers
  • NGN 3000

ABSTRACT

The primary objective of the study was to examine the effect of customer relationship management on customer satisfaction in commercial banks in Lagos State Nigeria. The study explored the ways in which customer satisfaction can be achieved with the use of customer relationship management. The study adopted the descriptive survey research design.  The data for the research was collected through a well design and structured questionnaire. 54 questionnaire were administered to the respondents out of which 197 were completed and returned. The study employed both descriptive and inferential statistics to analyze the data retrieved from the questionnaire. The study was guided by four research questions and hypothesis. Among the findings reveals by the study were customer participation and involvement have positive and significant effect on customer satisfaction, customer service support have positive and significant effect on customer satisfaction. The study recommend that effective customer relationship management is a reliable tool to increase customer satisfaction. Hence, Nigeria commercial banks should ensure customer satisfaction at all time. Management of the banks should always seek customer opinion before taking decision that is binding on the customers. The study conclude that there is a direct relationship between customer relationship management and banks customer satisfaction. The banks management is therefore encourage to pursue customer relationship management programmes with rigor so that they can survive in the present competitive business environment.





Related Project Materials

IMPACT OF PROGRAMME INSTRUCTION ON MOTIVATION AND ACADEMIC PERFORMANCE IN SOCIAL STUDIES AMONG JUNIOR SECONDARY SCHOOLS STUDENTS IN ABAJI AREA COUNCIL, ABUJA

Abstract

This study examined the impact of programmed instruction on academic performance and motivation of JSS students in social studie...

Read more
FIRM CHARACTERISTICS AND CORPORATE SOCIAL RESPONSIBILITY IN NIGERIA

ABSTRACT

The study examines the impact of firm characteristics on corporate social responsibility: the moderating role of firm life cycle...

Read more
INFLUENCE OF FAMILY BACKGROUND ON THE COGNITIVE DEVELOPMENT OF PRE-PRIMARY SCHOOL PUPILS

ABSTRACT

This study sought to examine the influence of family background on pre-school children’s cognitive development in English...

Read more
THE IMPACT OF FOREIGN CAPITAL ON ENTREPRENEURSHIP DEVELOPMENT IN NIGERIA (A CASE STUDY OF ENUGU STATE)

ABSTRACT

The objective and aim of his project work is to examine the impact of foreign capital on entre...

Read more
THE IMPACT OF SUPPLY CHAIN DISRUPTIONS ON MANAGEMENT ACCOUNTING

ABSTRACT:

This research explores the impact of supply chain disruptions on management accounting in Lag...

Read more
THE EFFECT OF JOB ROTATION ON EMPLOYEES PERFORMANCE

ABSTRACT

This project tests three possible explanations for why firms adopt job rotation: employee learning (rotation ma...

Read more
YOUTH EMPOWERMENT AS A STRATEGY FOR REDUCING CRIME IN NIGERIA

BACKGROUND OF THE STUDY

Youth empowerment involve build the capacity of young people and motivating them to take respons...

Read more
EFFECT OF POSITIVE AND NEGATIVE ASPECT OF FAMILY PLANNING ON MARRIED WOMEN

Abstract

Family planning is an important preventive measure against maternal and chil...

Read more
THE USE OF TRADITIONAL MEDICINE IN THE TREATMENT OF MALARIA AMONG PREGNANT WOMEN

ABSTRACT

This study was carried out to examine the use of traditional medicine in the treatment of malaria among pregnan...

Read more
EFFECT OF EDUCATIONAL STATUS OF PARENTS ON STUDENTS ACADEMIC PERFORMANCE IN SELECTED FIVE SENIOR SECONDARY SCHOOLS

Background to the Study

There have been several studies done within and outside Nigeria on the effects...

Read more
Share this page with your friends




whatsapp