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
THE ROLE OF FORENSIC AUDITS ON WHISTLEBLOWER INVESTIGATIONS
Abstract: THE ROLE OF FORENSIC AUDITS ON WHISTLEBLOWER INVESTIGATIONS
This study explores the role of forensic audits on whistleblower in...
AUDIENCE PERCEPTION OF AFRICA INDEPENDENT TELEVISION (AIT) COVERAGE OF POLITICAL NEWS
ABSTRACT
The aim of this study is to investigate Audience perception on coverage of political news programmes of Africa...
AN ASSESSMENT OF RURAL WATER SUPPLY FACILITIES AND ITS MAINTENANCE MANAGEMENT IN THE BUILSA DISTRICT, GHANA
BACKGROUND OF THE STUDY
The availability of clean and sufficient water supplies for household and indus...
THE INFLUENCE OF POOR FINANCING ON THE OPERATION OF SMALL SCALE INDUSTRIES IN NIGERIA (A CASE STUDY OF SELECTED INDUSTRIES IN AWKA METROPOLIS)
ABSTRACT
The every economy a critical look into it will reveal that the need a...
A STYLISTIC ANALYSIS OF CHIMAMANDA ADICHIE’S “PURPLE HIBISCUS” AND CHINUA ACHEBE’S “ANTHILLS OF THE SAVANNAH
Abstract
Language and style never moves beyond a concentration on the supremacy of words. Literary piece (such as no...
AN ASSESSMENT OF THE EFFECTS OF FLOODING ON RESIDENTIAL PROPERTIES (A CASE STUDY OFCALABAR SOUTH)
ABSTRACT
The study is aimed at examining the effects of flooding on residential properties in Calabar South Local government Area of Cros...
EFFECTS OF LANGUAGE EXPERIENCE APPROACH ON LITERACY SKILLS OF LEARNERS WITH INTELLECTUAL DISABILITIES IN JOS METROPOLIS, PLATEAU STATE
ABSTRACT
The problem of this study stemmed from the observation of issues surrounding the literacy development of learners with intellect...
PERCEPTION OF THE CLINICAL LEARNING ENVIRONMENT AND SUPERVISION AMONG NURSING STUDENTS IN ADELEKE UNIVERSITY, EDE OSUN STATE
Background Of The Study
The clinical learning environment is crucial in assisting students in achieving...
THE IMPACT OF REGULATORY COMPLIANCE ON PUBLIC ACCOUNTING FIRMS
THE IMPACT OF REGULATORY COMPLIANCE ON PUBLIC ACCOUNTING FIRMS
ABSTRACT
The objective of this study is to eval...
SIMULATION, DEVELOPMENT AND PERFORMANCE EVALUATION OF A SOLAR/GAS HYBRID POWERED ABSORPTION AIR – CONDITIONING SYSTEM
ABSTRACT
In this study, a gas assisted solar powered absorption air – conditioning system was designed, constructed and tested unde...
