Service Quality On Customers’ Patronage. Selected Banks In Ogun State PDF Download
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Author: Ismaila Akintan
Publisher: GRIN Verlag
ISBN: 3346447588
Category : Business & Economics
Languages : en
Pages : 140
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Book Description
Master's Thesis from the year 2016 in the subject Business economics - General, grade: 6.3, , language: English, abstract: This study analyses the effect of service quality dimensions on customers’ patronage of selected banks in Ogun State, Nigeria. It investigates the relationship between service quality dimensions and customers’ patronage using Bank Service Quality model dimensions. It also determines factors responsible for customers staying on queue for longer periods of time while awaiting bank services, assesses the level of customer satisfaction about services rendered by money deposit banks with a view of identifying factors that were responsible for customer disloyalty in patronising banks. The study employed Simple random sampling to select six banks namely First Bank Plc, United Bank of Africa Plc, Guarantee Trust Bank Plc ,Access Bank, First City Monument Bank and Zenith Bank Plc for this study. Convenience sampling method was used to select 240 customers of the selected banks. The data were analysed through the use of Statistical Package for Social Science (SPSS), while Pearson’s correlation co-efficient and multiple regression analysis were used to test the hypotheses formulated whether significant relationship exist between service quality dimensions and customers’ patronage.
Author: Ismaila Akintan
Publisher: GRIN Verlag
ISBN: 3346447588
Category : Business & Economics
Languages : en
Pages : 140
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Book Description
Master's Thesis from the year 2016 in the subject Business economics - General, grade: 6.3, , language: English, abstract: This study analyses the effect of service quality dimensions on customers’ patronage of selected banks in Ogun State, Nigeria. It investigates the relationship between service quality dimensions and customers’ patronage using Bank Service Quality model dimensions. It also determines factors responsible for customers staying on queue for longer periods of time while awaiting bank services, assesses the level of customer satisfaction about services rendered by money deposit banks with a view of identifying factors that were responsible for customer disloyalty in patronising banks. The study employed Simple random sampling to select six banks namely First Bank Plc, United Bank of Africa Plc, Guarantee Trust Bank Plc ,Access Bank, First City Monument Bank and Zenith Bank Plc for this study. Convenience sampling method was used to select 240 customers of the selected banks. The data were analysed through the use of Statistical Package for Social Science (SPSS), while Pearson’s correlation co-efficient and multiple regression analysis were used to test the hypotheses formulated whether significant relationship exist between service quality dimensions and customers’ patronage.
Author: Edikan Ukpong
Publisher: GRIN Verlag
ISBN: 3346075796
Category : Business & Economics
Languages : en
Pages : 23
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Book Description
Academic Paper from the year 2013 in the subject Communications - Media Economics, Media Management, grade: B (60), , language: English, abstract: Over the years, the advent of Information Communication Technologies has brought remarkable changes to the way people live their live and do businesses today. Most sectors of our economy both nationally and globally are fast adopting the use of Information and Communication Technologies to advance the course of their duties; to enhance quality customers’ service delivery and internal operations. This has brought about remarkable development in these sectors of our economy. Most specifically to the context of this work, the banking industry in Nigeria has undergone remarkable development strides in the bid to improve on the quality of service rendered to its customers and to enhance the profitability of its internal operation.
Author: Dr Saif Siddiqui
Publisher: Dr Saif Siddiqui
ISBN: 8192233146
Category : Education
Languages : en
Pages : 845
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Book Description
Edited Conference Proceedings Volume I
Author:
Publisher:
ISBN:
Category : Accounting
Languages : en
Pages : 624
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Book Description
Author: Nigel Hill
Publisher: Routledge
ISBN: 1351888552
Category : Business & Economics
Languages : en
Pages : 349
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Book Description
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
Author: José María Fanelli
Publisher: Springer
ISBN: 1349268712
Category : Business & Economics
Languages : en
Pages : 384
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Book Description
For the large number of developing countries undergoing significant structural transformations, one of the most important and controversial adjustment areas is that of the financial markets. Focusing on the role of the institutional and enabling environment within which financial reform occurs and on the integration of principles of finance with more macroeconomic approaches to the subject, the book contains case studies of reform experiences in Argentina, India, Nigeria, Turkey and Uruguay. Themes studied include the 'go slow' versus 'big bang' approach and the particular problem of bank-firm inter-linkages in Eastern Europe.
Author: Gael Raballand
Publisher: World Bank Publications
ISBN: 0821394991
Category : Business & Economics
Languages : en
Pages : 165
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Book Description
Sub-Saharan Africa has a serious infrastructure deficit—estimated at about $48 billion a year—which is impeding the continent's competitiveness and hence its economic growth. How to solve this problem? Some advocate building more infrastructure while others suggest privatizing, or contracting out to the private sector, the management of infrastructure so that the discipline of the market will lead to more and better quality services. This book graphically illustrates the problem in the case of Africa's ports. With the exception of Durban, cargo dwell times—the amount of time cargo spends in the port—average about 20 days in African ports, compared with 3-4 days in most other international ports. None of the past attempts to solve this problem have worked. The reason—and this is the major contribution of this volume—is that long dwell times are in the interest of certain public and private actors in the system. Importers use the ports to store their goods. Customs brokers have little incentive to move the goods because they can pass on the costs of delay to the importers. And when the domestic market is a monopoly, the downstream producer has an incentive to keep the cargo dwell times long as a way of deterring entry of other producers. The net result is inordinately long dwell times, ineffective interventions, and globally uncompetitive industries in African countries. The solution to decrease dwell time in these ports relies mainly on the challenging task of breaking the private sector's collusion and equilibrium between public authorities, logistics operators, and some shippers and not on investing massively in infrastructure. Addressing the challenge will also require that there be political support from the general public for reforms that will promote their interests. And before they offer their political support, the public needs to be informed. This book is a step in that direction.
Author: Mike Wright
Publisher: Routledge
ISBN: 1136380221
Category : Business & Economics
Languages : en
Pages : 420
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Book Description
Within a practical business context of the changing, competitive climate, this book details the implications for marketing strategy. New chapters cover topics such as credit cards and customer care, while several relevant case studies have also been added. Combining analysis of principles, concepts and techniques with sound practical advice, 'Marketing Financial Services' is ideal for students on degree and postgraduate courses, including Chartered Institute of Bankers. There is also a tutor resource pack to accompany the case studies in this textbook.
Author: William H. Davidow
Publisher: Simon and Schuster
ISBN: 1439107556
Category : Business & Economics
Languages : en
Pages : 233
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Book Description
Marketing is civilized warfare. And as high-tech products become increasingly standardized—practically identical, from the customer's point of view—it is marketing that spells life or death for new devices or entire firms. In a book that is as fascinating as it is pragmatic, William H. Davidow, a legend in Silicon Valley, where he was described as "the driving force behind the micro processor explosion," tells how to fight the marketing battle in the intensely competitive world of high-tech companies—and win. Blunt, pithy, and knowledgeable, Davidow draws on his successful marketing experience at Intel Corporation to create a complete program for marketing victory. He drives home the basics, such as how to go head-on against the competition; how to "plan products, not devices"; how to give products a "soul"; and how to engineer promotions, market internationally, motivate salespeople, and rally distributors. Above all, he demonstrates the critical importance of servicing and supporting customers. Total customer satisfaction, Davidow makes clear, must be every high-tech marketer's ultimate goal. The only comprehensive marketing strategy book by an insider, Marketing High Technology looks behind the scenes at industry-shaking clashes involving Apple and IBM, Visicorp and Lotus, Texas Instruments and National Semiconductor. He recounts his own involvement in Crush, Intel's innovative marketing offensive against Motorola, to demonstrate, step-by-step, how it became an industry prototype for a winning high-tech campaign. Davidow clearly spells out sixteen principles which increase the effectiveness of marketing programs. From examples as diverse as a Rolling Stones concert and a microprocessor chip, he defines a true "product." He analyzes and explains in new ways the strategic importance of distribution as it relates to market sector, pricing, and the pitfalls it entails. He challenges some traditional marketing theory and provides unique and important insights developed from over twenty years in the high-tech field. From an all-encompassing philosophy that great marketing is a crusade requiring total commitment, to a careful study of the cost of attacking a competitor, this book is an essential tool for survival in today's high-risk, fast- changing, and very lucrative high-tech arena.
Author: Oluremi Ogun
Publisher:
ISBN:
Category : Africa
Languages : en
Pages : 320
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Book Description
