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
This study assessed the influence of keyboarding and word processing II skills on business education students‘ effectivene...
EXCERPT FROM STUDY
Criminal investigation is not a voodoo science but is primarily reliant on information supplied to th...
ABSTRACT
This study empirically examined the impact of external trade on economic growth of Nigeria between the period 1...
ABSTRACT
Television has been an instrument of learning. Its roles cannot be underestimated for children, who are...
Background to the Study
Democracy is by far the most popular form of government in the world today (Anifowose & Enem...
Abstract
This study was carried out on the challenges of hotel business. A descriptive survey method was used for this s...
BACKGROUD OF THE STUDY
Knowing that a standard is a pre-determined foundation or benchmark against whic...
ABSTRACT
This study was carried out on the role of trade union towards solving employee's problems...
ABSTRACT
The concept of Corporate Social Responsibility (CSR) embraces the notion that Multinational Oil Corporations (MNCs) have moral a...
Background of the study
Over the years world views have continually detected the moral disposition of the world’s people. This is t...