Effects Of Customer Satisfaction And Loyalty In The Banking Sector (A Study Of Selected Money Deposit Banks In Umuahia Metropolis)
ABSTRACT
Customer satisfaction and loyalty
represents a fundamental step in understanding how profitable organizations
become. The study assessed the "Effects of Customer Satisfaction and loyalty
in the banking sector, studying selected money deposit banks in Umuahia
metropolis. The objective sought was to assess customers' satisfaction in the
selected money deposit banks taking into consideration the charge of services,
relationship marketing, quality of services, and ATM service delivery of those
banks. The research design used descriptive research method alongside survey
approach and multiple regression. The sample size is made up of 400 respondents
which was determined using Taro Yamane's' formula. The findings were that
charges of services and relationship marketing have significant effects on
customer loyalty while quality of service and ATM service delivery has little
and no effect on customer loyalty respectively. And its recommendation was to
increase relationship marketing and reduce its service charge.
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UKE, A (2021). Effects Of Customer Satisfaction And Loyalty In The Banking Sector (A Study Of Selected Money Deposit Banks In Umuahia Metropolis) . Repository.mouau.edu.ng: Retrieved Dec 25, 2024, from https://repository.mouau.edu.ng/work/view/effects-of-customer-satisfaction-and-loyalty-in-the-banking-sector-a-study-of-selected-money-deposit-banks-in-umuahia-metropolis-7-2
ALAOMA, UKE. "Effects Of Customer Satisfaction And Loyalty In The Banking Sector (A Study Of Selected Money Deposit Banks In Umuahia Metropolis) " Repository.mouau.edu.ng. Repository.mouau.edu.ng, 29 Jul. 2021, https://repository.mouau.edu.ng/work/view/effects-of-customer-satisfaction-and-loyalty-in-the-banking-sector-a-study-of-selected-money-deposit-banks-in-umuahia-metropolis-7-2. Accessed 25 Dec. 2024.
ALAOMA, UKE. "Effects Of Customer Satisfaction And Loyalty In The Banking Sector (A Study Of Selected Money Deposit Banks In Umuahia Metropolis) ". Repository.mouau.edu.ng, Repository.mouau.edu.ng, 29 Jul. 2021. Web. 25 Dec. 2024. < https://repository.mouau.edu.ng/work/view/effects-of-customer-satisfaction-and-loyalty-in-the-banking-sector-a-study-of-selected-money-deposit-banks-in-umuahia-metropolis-7-2 >.
ALAOMA, UKE. "Effects Of Customer Satisfaction And Loyalty In The Banking Sector (A Study Of Selected Money Deposit Banks In Umuahia Metropolis) " Repository.mouau.edu.ng (2021). Accessed 25 Dec. 2024. https://repository.mouau.edu.ng/work/view/effects-of-customer-satisfaction-and-loyalty-in-the-banking-sector-a-study-of-selected-money-deposit-banks-in-umuahia-metropolis-7-2