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
Get Book Here
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: Bukola Oyedokun
Publisher: GRIN Verlag
ISBN: 3346319164
Category : Business & Economics
Languages : en
Pages : 25
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Book Description
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.
Author: Adesoji Farayibi
Publisher:
ISBN:
Category :
Languages : en
Pages : 15
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Book Description
The study examined the impact of the quality of service delivery on customer satisfaction in the Nigerian banks using Ordinary Least Square (OLS) methodology. The study established a relationship between better banks performance in service delivery and customer satisfaction through effective customer relationship management (CRM). Findings revealed that increase in the number of working days and number of bank branches led to better levels of customer satisfaction. Empirical evidence also revealed that increase in PROFIT margin is a function of improved level of customer satisfaction while number of bank branches (NNB) has a positive but insignificant relationship with customer satisfaction because the spread of branch networks or channels has better effects on customer satisfaction than number of banks. It also emphasized the role of the number of working days in achieving better bank services and profitable customer relationship management. The study thus recommends that the Nigeria banking industry should improve the quality of service delivery as it is a prerequisite for achieving a high level of customer satisfaction.
Author: Dr. Renu V.
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
In today's economy, companies want devoted and quality customers. The competitive market position and a good reputation of a company can quickly translate into market share and profit, but that distinction is often earned only through a philosophical commitment to service backed by diligent attention to what customers want and need. Developing close, co-operative relationship with customers is more important in the current era of intense competition and demanding customers. The quality of banking service is the end result of network designing, planning, engineering, operation, maintenance and the management of services delivered by the use of network and human resources to a customer. Banks are concentrating only on acquiring new customers. They seldom understand the importance and profitability of creating loyalty and retaining customers. For the last decade most banks have been so absorbed in their own internal issues, particularly merger-drives, cost cutting and re-engineering that customers and their relationship often received short shift. Banks have to come out with innovative measures to satisfy the needs of both the present and the potential customers at the same time adopt procedures to win back the lost customers. With this background, the researchers made an attempt to study the service quality of the select commercial banks in Salem City. This is an empirical study based on survey method. By adopting convenience sampling, 200 customers, i.e. 100 customers from Karur Vysya Bank and 100 customers from Canara Bank, were selected for this study. Customer care programme, establishment of customer complaints monitoring cell, customer satisfaction audit, home bank and appointment of trained relationship mangers will improve the service quality of select commercial banks. The long-term vision for 'Indian banking system' to transform itself from being a domestic one to the global level may, at present sound far-fetched. Therefore the 'Indian banking sector' should emerge stronger in line with the international standards at the same time to meet the national goals as well.
Author: R. A. Bailey
Publisher: Cambridge University Press
ISBN: 1139469916
Category : Mathematics
Languages : en
Pages : 345
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Book Description
This book should be on the shelf of every practising statistician who designs experiments. Good design considers units and treatments first, and then allocates treatments to units. It does not choose from a menu of named designs. This approach requires a notation for units that does not depend on the treatments applied. Most structure on the set of observational units, or on the set of treatments, can be defined by factors. This book develops a coherent framework for thinking about factors and their relationships, including the use of Hasse diagrams. These are used to elucidate structure, calculate degrees of freedom and allocate treatment subspaces to appropriate strata. Based on a one-term course the author has taught since 1989, the book is ideal for advanced undergraduate and beginning graduate courses. Examples, exercises and discussion questions are drawn from a wide range of real applications: from drug development, to agriculture, to manufacturing.
Author: W. Goosen
Publisher: Juta and Company Ltd
ISBN: 9780702143991
Category : Business & Economics
Languages : en
Pages : 308
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Book Description
Looking beyond the year 2000, this text forecasts the impact of technology transfer and information technologies on South African banking. Integrated banking and economic concepts are presented which explore the origins of money, the development of banking and the inevitability of interest rates.
Author: Julie Meehan
Publisher: John Wiley & Sons
ISBN: 047082705X
Category : Business & Economics
Languages : en
Pages : 256
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Book Description
The practical guide to using pricing and profitability management to build a better business A comprehensive reference for any business professional looking to understand the capabilities and competencies required for effectively managing pricing and profitability, Pricing and Profitability Management explains how to determine the right approach, tools, and techniques for each of six key categories (pricing strategy, price execution, advanced analytics and optimization, organizational alignment and governance, pricing technology and data management, and tax and regulatory effectiveness). Exploring each category in detail, the book addresses how an integrated approach to pricing improvement can give a sustainable, competitive advantage to any organization. The ultimate "how to" manual for any executive or manager interested in price management, the book presents a holistic, comprehensive framework that shows how integrating these pricing categories into a cohesive program leads to impressive gains that cannot be achieved through a single-pronged approach. Presents a comprehensive framework for more effectively managing pricing and profitability Identities the six key categories of pricing and profitability management Shows you how to gain a competitive edge by managing pricing and profitability Taking a comprehensive view of pricing, companies can position themselves to tap a vast source of shareholder value—the ability to set and enforce profitable prices, not just once, but again and again in response to marketplace changes and evolving business needs—and this book will show you how.
Author: Christine Ennew
Publisher: Routledge
ISBN: 1136403051
Category : Business & Economics
Languages : en
Pages : 417
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Book Description
Financial Services Marketing: an international guide to principles and practice contains the ideal balance of marketing theory and practice to appeal to advanced undergraduates and those on professional courses such as the Chartered Institute of Banking. Taking an international and strategic view of an increasingly important and competitive sector, Financial Services Marketing adopts a fresh approach in terms of structure, and is organised around the core marketing activities of marketing for acquisition and marketing for retention. Financial Services Marketing features: * Strong international focus: case studies and vignettes representing Asia-Pacific, Europe and the US. * Comprehensive coverage, focusing on both B2B and B2C marketing. * Expert insights into the latest innovations in the sector, from technological developments, CRM and customer loyalty to issues of social responsibility. Financial Services Marketing will help both the student and the practitioner to develop a firm grounding in the fundamentals of: financial services strategy, customer acquisition, and customer development. Reflecting the realities of financial services marketing in an increasingly complex sector, it provides the most up-to-date, international and practical guide to the subject available.
Author: Alan F. Dutka
Publisher: N T C Business Books
ISBN: 9780844235868
Category : Business & Economics
Languages : en
Pages : 244
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Book Description
Author: Olayinka Akanle
Publisher: Cambridge Scholars Publishing
ISBN: 144387664X
Category : Political Science
Languages : en
Pages : 250
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Book Description
Africa today confronts, and is known for, daunting developmental challenges, despite the abundant human and material resources and significant global development assistance. A number of issues have been identified as causes of the continent’s poor development performance. However, a number of these implicated issues have been insufficiently unaccounted for, and the majority of existing analysis on them is too generic and misinformed. Against this background, this book uses Nigeria as an example to contribute knowledge and informed research to the wider African continent. Nigeria is the most populous nation in Africa, and is one of the continent’s most resource-endowed countries, but, despite this, it is one of the poorest countries in the entire world. While many studies have examined the country in depth, its continued development complications and its paradoxical status on the world stage suggest that there is still a need to better understand the country. Even though the issues of Nigeria are engaged with directly in this book, the findings have implications and relevance for the rest of the continent and many other developing countries in general. As such, this book will be of particular interest to all development students, scholars, practitioners and policy makers, especially those interested in the sustainable development of Africa, both now and in the future.
