CUSTOMERS' SATISFACTION AND RETENTION IN BANKING INDUSTRY IN NIGERIA: A CASE STUDY OF SELECTED COMMERCIAL BANKS

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dc.contributor.authorAIYEDUN, TOYIN IGBEKELE
dc.date.accessioned2014-03-07T08:19:15Z
dc.date.available2014-03-07T08:19:15Z
dc.date.issued2000-04
dc.descriptionA PROJECT SUBMITTED TO THE POSTGRADUATE SCHOOL AHMADU BELLO UNIVERSITY, ZARIA IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION (M.B.A.) DEPARTMENT OF BUSINESS ADMINISTRATION FACULTY OF ADMINISTRATION AHMADU BELLO UNIVERSITY ZARIA.en_US
dc.description.abstractThere has been series of criticisms in the news media newspapers journals, publication seminar papers etc, against the quality of service rendered by commercial banks in Nigeria. Commercial Banks have been accused of providing inadequate services which subsequently lead to customers dissatisfaction. Such accusation include long ques in the banking halls, non-challant attitude of bank officials to their customers, discriminative attitude in favour of wealthy customers, friends, relations and those customers they are acquainted to, when providing services and also there is no adequate facilities in the banking halls. The banking services in Nigeria are such that they are offered to customers as if the business itself is not aimed at making profit. Bankers have refused to realise customers are assets of the bank. This project is made to look into the services rendered to custoners by the banking industry in Zaria, Kaduna metropolis, with a view to determine if the customers are satisfied or not, if bankers are actually meeting customers expectation and also to examining the level of customers retention in banking industry. This project is also aimed at assisting bankers and customers to know their responsibilities, rights and obligations as the case may be. The relationship between bankers and customers in our banks particularly commercial banks has motivated the researchers choice of this project topic. There has been a long time standing complaints of poor customers' services in bank and there is need for more knowledge and understanding on banker-customer relationship. There is a legal relationship between a bankar and a customer created by law. This law imposes some duties on both bankers and customers and any breach of the duties by any of the parties can attract court action. The research study carefully examined different categories of customers in order to clearly distinguish the rights and obligations of each of them and also the responsibilities of bankers to their customers. When both parties knows their duties, rights and obligations to one another the level of customers satisfaction will increase. This study is also aimed at examining services which must go beyond satisfying customers. They must build relationship that will result in customer retention. There are various states of satisfaction with a service, this study will also assist the bankers to know the various states of customer's satisfaction. These customer's satisfaction states are angry, dissatisfied, irritated. OK, pleased and excited. Commercial banks should know by now that merely satisfying customers will not be enough to remain competitive in today's global market. Also highlighted is the effect of poor customers services and how it affects the overall profit of the bank, and the benefits of good customers service. In the last chapter of this project recommendations are made which will be useful for good customers/bankers relationship which will result in bankers efficiency and customers satisfaction and this will lead to increase in bank profitability and high patronage.en_US
dc.identifier.urihttp://hdl.handle.net/123456789/3473
dc.language.isoenen_US
dc.subjectCUSTOMERS,en_US
dc.subjectSATISFACTION,en_US
dc.subjectRETENTION,en_US
dc.subjectBANKING INDUSTRY,en_US
dc.subjectCASE STUDY,en_US
dc.subjectSELECTED,en_US
dc.subjectCOMMERCIAL BANKSen_US
dc.titleCUSTOMERS' SATISFACTION AND RETENTION IN BANKING INDUSTRY IN NIGERIA: A CASE STUDY OF SELECTED COMMERCIAL BANKSen_US
dc.typeThesisen_US
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