IMPACT OF SERVICE QUALITY ON CUSTOMER RETENTION IN THE NIGERIAN BANKING SECTOR
- Project Research
- 1-5 Chapters
- Quantitative
- Simple Percentage
- Abstract : Available
- Table of Content: Available
- Reference Style: APA
- Recommended for : Student Researchers
- NGN 3000
ABSTRACT:- The study examined the impact of service quality on customer retention in the Nigerian banking sector. Staff of selected branches of First Bank Plc. in Aba-Owerri Road, Aba, Abia State served as the sample population. The study adopted the survey research design using primary source of data with questionnaire as instrument of data collection. A total of 100 copies of questionnaire were administered, out of which 82 questionnaires were duly filled and returned. The result of the findings revealed that the extent Nigerian banks offer quality services to customers is very high. Besides, the result of the analysis showed that importance of quality services in the banking industry include: contributes to improving image, distinguishes them from other competitors, enhances customer satisfaction and enhances customer loyalty. Based on the empirical findings, the study recommends that management should ensure that the legal rights and supplementary benefits of staff are met o the best of their capacity and without induced fictions. It is only when the staff themselves are contended can they be relied upon to perform their duties effectively. Adequate and periodic training should be given to the banks in general at all levels to enable them improved efficiency in rendering adequate services to customers.
Related Project Materials
HUMAN RESOURCE DIVERSITY AND ORGANIZATIONAL OUTCOMES
ABSTRACT
The study investigated effect of Human Resource Diversity on Organizational Outcomes and havin...
THE ROLE OF THE AGRICULTURAL SECTOR AS AN ACCELERATOR TO NIGERIA ECONOMY
BACKGROUND OF THE STUDY
By the time Nigeria became politically independent in October 1960,agriculture was the dominant sector of the eco...
SMALL-SCALE HONEYBEE PRODUCTION IN OHAOZARA, EBONYI STATE: COSTS AND RETURNS
ABSTRACT
The study analysed Small-scale honeybee production in OHAOZARA, EBONYI State, Nigeria: costs and return...
ROLES OF PARENT'S-TEACHER'S ASSOCIATIONS (PTA) ON THE ADMINISTRATION OF SECONDARY SCHOOLS IN OSOGBO LOCAL GOVERNMENT AREA OF OSUN STATE
ABSTRACT
This study examined the percieved roles of Parents Teachers Association (P.T.A.). This study t...
IMPACT OF DIGITIZATION OF THE BROADCASTING MEDIA IN NIGERIA. A STUDY OF NIGERIA TELEVISION AUTHORITY (NTA ENUGU)
Abstract
The purpose of embarking on this study was to provide a well-detailed account on the impact of digitization of the Broadcasting...
THE OCCURENCE OF OCHRATOXIN A AND CYCLOPIAZONIC ACID IN MAIZE AND SORGHUM GROWN IN MICROCLIMATIC ZONES OF NIGER STATE
ABSTRACT
Mycotoxigenic fungi and their associated mycotoxins remain a significant threat to growers, consumers, and food regulators. They...
A CRITICAL EVALUATION OF ORGANIZATIONAL CULTURE AND ITS IMPACT ON CONSTRUCTION PROJECT COMPLETION RATE IN NIGERIA
BACKGROUND OF STUDY
The construction sector, according to Ashworth et al. (1997), is one of the most i...
THE ROLE OF HUMAN RESOURCE MANAGEMENT IN HOSPITALITY INDUSTRY PERFORMANCE IN NIGERIA
ABSTRACT
This research is based on the role of human resource management in the hospitality industry with focus on its p...
BANKING REGULATION AND THE PERFORMANCE OF THE NIGERIA BANKING INDUSTRY (1990-2006)
ABSTRACT
This study is intended to evaluation the effect of banking regulation on the performance of the Nigeria b...
PROBLEM AND PROSPECT OF FINANCIAL CONTROL TOOL
ABSTRACT
The subject matter of this study is problem and prospect of financial control tool in organisa...
