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.
ABSTRACT
The beginning of the 20th century witnessed the epidemic of nutritional rickets among children in many countries of Asia, North...
ABSTRACT
The research focused on the effect of financial and non financial incentives on staff productivity. The study...
ABSTRACT
The study sought to investigate the impact if globalization of financial services on the development of Nigeria...
Background of the Study
Mathematics throughout the world is regarded as essential tool in many fields,...
BACKGROUND OF THE STUDY
Describing Ilorin as the seventh largest city in Nigeria with a population of 7...
ABSTRACT
This research project entitled ‘Analysis Of The Application Of The Law In Relation...
Abstract:
This study examines the effectiveness of performance measurement frameworks in Lagos State, N...
Abstract
This study contains an analysis of the broad areas presumed scientific research which have sho...
EXCERPT FROM THE STUDY
According to section 15 of the Child’s Right Act, a Nigerian child should have access...
ABSTRACT
The broad objective of this contribution is to investigate which firm-specific characteristics...