ABIAZIEM, Fortune and Rufai, Wasiu (2020) EMPLOYEES’ COMMITMENT AND CUSTOMER RETENTION: A CURSORY LOOK AT DEPOSIT MONEY BANKS IN LAGOS. In: 2nd International Conference, The Federal Polytechnic, Ilaro., 10th – 11th Nov., 2020, The Federal Polytechnic, Ilaro..
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Abstract
This study focused on the effect of employees’ commitment on customer retention with reference to three deposit money banks (Access Bank Plc., Union Bank Plc. and GT Bank Plc.) in Lagos State. The narrative has shifted from transaction-based model to relationship-based to curtail customer attrition. The objectives were to determine the main influence of commitment, empathy and trust on customer retention. Survey research design was used by the researchers. The population of the study is 19.2m customers of the banks according to www.relbanks.com, (8m-GTB, 7.7m-Union Bank and 3,5m- Access bank). Data were collected via online questionnaire using 6 points Likert scale and sample size of 384 using Krejcie and Morgan sample size table. 38 online respondents of customers of the three banks in Ilaro and Papalanto in Ogun State were drawn from several online platforms which represent about 10% of the sample size for reliability test using Cronbach Alpha model. Data were analyzed using frequency tables while hypotheses were tested using Simple Linear Regression Analysis aided by (SPSS -v23). The findings revealed that all the independent variables are significant with p-values less than zero 5%.level of significance. Conclusively, the researchers asserted that employees’ commitment, empathy and trust go a long way in attracting and retaining customers in the banks within the localities under review. The researchers concluded that the management of the banks should lay more emphasis on staff welfare, train them on how to handle irate customers to forestall customer attrition.
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Unnamed user with email [email protected] |
| Date Deposited: | 04 Mar 2023 15:23 |
| Last Modified: | 03 Apr 2023 10:49 |
| URI: | http://eprints.federalpolyilaro.edu.ng/id/eprint/2064 |
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