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.
ABSTRACT
GSM base station popularly called telecommunication mast is an important infrastructure required for effective communication sys...
Abstract: THE IMPACT OF TAXATION POLICIES ON FINANCIAL MANAGEMENT
This research examines the impact of taxation policies on financial man...
Background of the study
It should come as no surprise that huge sums of money and vast amounts of material are bein...
ABSTRACT
Sanitation is an important foundation for health, economic development and well-being hence waste management (Bartram &Cairn...
Abstract
This study investigates the impact of monetary policy on Banking sector performance in Nigeria. This is to ascertain the factors...
ABSTRACT: This study examines the role of digital literacy in vocational skill development, focusing on its impact on employability and career...
ABSTRACT: This study examines the impact of globalization on vocational career pathways, focusing on how global trends influence vocational ed...
ABSTRACT: THE ROLE OF COMPETITION IN SHAPING THE BUSINESS ENVIRONMENT
The study’...
This study examines the influence of customer satisfaction on business performance. Objectives include: (1) evaluating the impact of customer satis...
ABSTRACT
This research work examine the effect of examination malpractice in secondary schools in Egor Local Governm...