INFORMATION TECHNOLOGY AND CUSTOMER'S LOYALTY IN THE SERVICE INDUSTRY
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ABSTRACT
This study was carried out to examine information technology and customer's loyalty in the service industry using Ecobank Uyo, Akwa Ibom State. Specifically, the study examined To find out if there is any significant relationship between Information Technology and service delivery.the study also, ascertain the influence of Automated Teller Machine on customer loyalty in Ecobank of Nigeria Plc.and examine how Electronic fund transfer affects customer loyalty in the banking sector. The study further, find out how mobile Banking affects customers loyalty of Ecobank of Nigeria Plc branches in uyo.the study, Identify problems militating against quickteller implementation in Ecobank.lastly,the study suggest measures on Information Technology implementation. In Akwa Ibom State. The study employed the survey descriptive research design. A total of 30 responses were validated from the survey. From the responses obtained and analyzed, the findings revealed that there is a significant relationship between Information Technology and service delivery.also, Automated Teller Machine has influence on customer loyalty in Ecobank of Nigeria Plc.lastly, Electronic fund transfer affects customer loyalty in the banking sector. The study recommend That organizations, especially Ecobank, should improve on their use of information technology in other to retain their customers.and also,that Ecobank should improve on their brand as a favourable corporate image can boost sales
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