IMPACT OF SERVICE QUALITY ON CUSTOMER RETENTION IN THE NIGERIAN BANKING SECTOR
- Project Research
- 1-5 Chapters
- 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
traditional_institutions_as_instruments_for_rural_developement
Abstract
This research work is an attempt to examine the prospects and part played by traditional rulers in community development in Awom...
THE IMPACT OF SUSTAINABILITY REPORTING IN FUND ACCOUNTING
Abstract: THE IMPACT OF SUSTAINABILITY REPORTING IN FUND ACCOUNTING
This research aims to: (1) evaluate the role of sustainability report...
THE ROLE OF EARLY CHILDHOOD EDUCATION IN TEACHING HONESTY
ABSTRACT: Early childhood education (ECE) significantly influences the dev...
THE CONCEPT OF OPINION LEADERSHIP AND ITS INFLUENCE IN THE MARKETING OF FASHION PRODUCTS
ABSTRACT
This work is aimed at assessing the influence of the concept of opinion leadership on the mark...
BENEFITS OF EARLY CHILDHOOD EDUCATION IN FOSTERING CLEAN AIR INITIATIVES
ABSTRACT: This research explores the benefits of early childhood education in fostering clean air initiatives among young children. Teaching c...
STRATEGIES FOR PROMOTING DIGITAL CITIZENSHIP IN VOCATIONAL TRAINING
Abstract: Strategies for promoting digital citizenship in vocational training are crucial f...
SOCIETAL FACTORS AND ITS IMPACT ON STUDENTS’ PERFORMANCE IN ENGLISH SUBJECT
ABSTRACT
Scholars’ preoccupation with the teaching and learning of English language among other languages in this...
AN ASSESSMENT OF INTERNAL CONTROL SYSTEM IN A COMPUTERIZED ACCOUNTING ENVIRONMENT
Abstract
The essence of this study is to assess an internal control system in a computerized accounting environme...
WORK ENVIRONMENT AND ITS EFFECTS ON EMPLOYEE PERFORMANCE
Abstract
Working environment Matters a lot to employee. For this reason it is of a great importance to improve the work...
INVESTIGATING THE EFFECTIVENESS OF INSURANCE AS RISK MANAGEMENT TOOL IN CONSTRUCTION INDUSTRY
Abstract
The nature of construction business is risk versed. Most forms of construction contract recognized the use of i...
