Department Business Administration

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A QUALITATIVE EVALUATION OF COMPATIBILITY OF DIGITAL BANKING CHANNELS AND BEHAVIOUR OF NIGERIAN CONSUMERS
(Faculty of Management Sciences, Rivers State University, 2022) Abdulazeez Alhaji Salau
Digital banking channels are products of advances in Information and Communication Technology (ICT). The proliferation of telecommunications and the advancement of technology, especially mobile technology, have spurred growth of mobile banking. In Nigeria, the economy is largely cash oriented with increase in cash transactions despite the availability of technology for remote transactions. This indicated that a large number of people still prefer to do cash transaction than using digital channels. Hence, this study focused on the behaviour of customers who are hesitant to carry out financial transactions using digital banking channels. The study adopted an exploratory research approach using convenience sampling method to elicit information from eight selected bank customers through a semi structured interview guide as research instrument. Data was analyzed using thematic analysis which involved the identification of themes based on the responses to address the objectives of the study. The study revealed that the respondents have adequate knowledge of digital banking and are frequent users. Also, the respondents identified various levels of fraud as significant risks and expressed fear and concern about the safety of their transactions.
A REVIEW OF ENTREPRENEURIAL CLUSTER INITIATIVES AND ITS ADOPTION AS STRATEGIC TOOL IN AGRI-BUSINESS DEVELOPMENT: EVIDENCED FROM KWARA
(LAGOS STATE UNIVERSITY, OJO FACULTY OF MANAGEMENT SCIENCES DEPARTMENT OF BUSINESS ADMINISTRATION, 2017-11-10) Abdulazeez Alhaji Salau
The global interest in the study of the cluster has increased significantly in the last decade. The attention and recognition accorded this important phenomenon derive from the fact that it is closely related to competitiveness and innovation, and thus it has been traditionally applied to sectors that focus on innovation as a core value, such as information technology, electronics, car manufacturing, biotechnology, and oil and gas industry. Clusters are conspicuous and universal features of today’s economy. For decades, the conventional wisdom among local Nations pursuing growth was to attract a large firm to relocate to their domain. (Greenstone, Michael, Richard Hornbeck & Enrico Moretti, 2010). Today, many policymakers state that they want their regions ‘to be the next Silicon Valley’. Policymakers are especially eager to announce the launch of an entrepreneurial cluster in a hot industry particularly Agriculture
Academic Entrepreneurship In Nigeria: A book of Reading
(University of Abuja Press, 2023) Abdulazeez Alhaji Salau
The primary aim of this chapter is to highlight the roles of business incubation and science parks in facilitating academic entrepreneurship. This chapter explores how best to utilize business incubation and science parks in managing the connection between business incubation centres and higher educational institutions. It examines the activities of business incubation and science parks as they relate to entrepreneurial universities and provides an overview of the key challenges associated with developing entrepreneurial universities. Findings are presented in the form of a conceptual framework that facilitates an improved understanding of the benefits of connecting the capabilities, activities, and outcomes associated with higher education and business incubation. The goal of this chapter is to contribute to a general understanding of the economic growth and development impact of business incubators, thereby assisting governments and policymakers in creating environments that promote entrepreneurship and national development. The definitions, types, strategies, and programmes of business incubation are all covered in detail in this chapter. This chapter also covers the stages of incubation programs, including the start-up, early-stage, and expansion stages. The statistical evaluations of business incubators all over the world are also discussed. The chapter offers a lens by which to consider the design of BICs as they relate to Academic entrepreneurship and offers pathways to consider future research.
AN ASSESSMENT OF PERCEPTIONS ON ENTREPRENEURSHIP AND SELF-RELIANCE AMONG COOPERATIVE SOCIETIES IN KWARA STATE, NIGERIA
(2019) Abdulazeez Alhaji Salau
This study examined cooperative society’s perception on their entrepreneurship and self reliance activities, using kwara state, Nigeria as a case study. The study was hinged on two construct- the cooperative entrepreneurship and self-reliance. For the study, twelve (12) cooperative societies were selected. The finding revealed amongst other things that self-reliance is sequel to cooperative entrepreneurship as it allows members to govern their own lives and economies. Cooperative are community rooted and democratic which allows them to attain self-reliance through their futuristic plans and internally generated funds. The study concluded that cooperative entrepreneurship is premised on the principle of self-reliance and self-sustenance as members were able to govern themselves through cooperatives. It is recommended that viable cooperative entrepreneurship activities should be disintegrated from external influences of government and other agencies. Cooperative legislations should be tailored towards making cooperatives entrepreneurially friendly.
Analysis of Entrepreneurship Pedagogy and Students' Mindset towards Self Employment in Nigeria
(Journal of Management and Science, 2021) Salau A. A. & Akanbi L. K
The support from higher institutions to facilitate entrepreneurship development courses is at an alarming rate at all levels. Despite this support, the rate of unemployment among university graduates continues to increase daily. The study examined how entrepreneurial curricula in selected universities in Kwara State influence students' mindset on entrepreneurship. The study adopted a thematic analysis based on data collected from the in-depth interviews obtained from nine students across the selected universities in Kwara State. They concluded that students were engaged in industrial attachments, vocational skills, workshops, and group projects that greatly influenced students' mindsets toward entrepreneurial behaviours through skills acquisition and team building. The findings also revealed that the study has implications on strategy development for entrepreneurship development curricula of universities in Kwara State and students' goals. Therefore, it is recommended that the students' entrepreneurial mindset should be enhanced through career team building; the schools should encourage undergraduates to attend workshops, acquire vocational skills and also encourage the students on holiday jobs.
AQUALITATIVE EVALUATION OF COMPATIBILITYOF DIGITAL BANKING CHANNELS AND BEHAVIOUROF NIGERIAN CONSUMERS
(Nigerian Journal Of Management Sciences, 2022-08-23) Salau, A. A. Oladosu, M.O, Akanbi, L.K, Ajeigbe, M.B.
Digital banking channels are products of advances in Information and Communication Technology (ICT). The proliferation of telecommunications and the advancement of technology, especially mobile technology, have spurred growth of mobile banking. In Nigeria, the economy is largely cash oriented with increase in cash transactions despite the availability of technology for remote transactions. This indicated that a large number of people still prefer to do cash transaction than using digital channels. Hence, this study focused on the behaviour of customers who are hesitant to carry out financial transactions using digital banking channels. The study adopted an exploratory research approach using convenience sampling method to elicit information from eight selected bank customers through a semi structured interview guide as research instrument. Data was analyzed using thematic analysis which involved the identification of themes based on the responses to address the objectives of the study. The study revealed that the respondents have adequate knowledge of digital banking and are frequent users. Also, the respondents identified various levels of fraud as significant risks and expressed fear and concern about the safety of their transactions.
Assessment of Holistic Marketing Practices and Customer Satisfaction in Nigerian Banking Industry
(African Journal of Management and Business Research, 2023-01-31) Salau A. A., Ajeigbe M. B., & Toluyemi S.T.
In the ever-evolving landscape of the Nigerian banking industry, the integration of technological advancements has become a pivotal factor in shaping holistic marketing practices and subsequently influencing customer satisfaction. This study investigates the profound impact of technological innovations on the adoption of holistic marketing strategies and its consequent effects on customer satisfaction within the Nigerian banking sector. Drawing from data collected from a sample population of Kwara State Polytechnic students, totaling 400 respondents, and utilizing the Structural Equation Model (SEM), this research explores the intricate relationship between technology, holistic marketing, and customer satisfaction. The findings reveal that as technology continues to reshape the industry, Nigerian banks are increasingly adopting holistic marketing approaches that align customer touchpoints, streamline operations, and enhance customer experiences. The study highlights the effectiveness of these strategies in engendering greater customer satisfaction, which, in turn, contributes to improved brand loyalty within the Nigerian banking sector. As a result, the study recommends that banks adopt holistic marketing practices by ensuring a coordinated and integrated approach to marketing in order to ensure customer satisfaction.
Assessment of the Impact of Social Care on Local Consumption in Kwara State, Nigeria
(THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT, 2023-06-12) Zekeri Abu; S. B. Isiaka; Dr. Rahman Mustapha; Monsur Jimoh
This paper examines the impact of social care on local consumption in Kwara State, Nigeria. The study employed quantitative research methods and primary data were obtained by means of a well-structured questionnaire. Analytical Techniques Descriptive statistics were used to describe the socio-economic characteristics of the respondents. In analyzing the determinants of variables in the study area, regression analysis was adopted. The target population includes beneficiaries of social care programs in Kwara State who were captured in National Social Register for the poor and vulnerable. A multi-stage sampling technique was employed and 150 beneficiaries were identified. The findings revealed that social assistance programs play a vital role in enhancing local consumption and fostering economic development in Kwara State. The study recommended that government should allocate adequate funding to the implementation of social care programs and ensure their long-term viability and effectiveness.
ATMOSPHERIC AMBIENCE INFLUENCE ON CUSTOMERS’ EXPERIENCE IN SERVICE MARKETING
(Federral University, Oye-Ekiti, 2023-10-11) Adebayo Adeyemi Abdulwasiu
This study examined the consequence of atmospheric ambience on customers’ experience in service marketing with special interest in store-based retail business. Quantitative technique was used as a research design; the population size was infinite as the study focuses on the customers of 19 retail outlets in Lagos state metropolis. Survey method through questionnaire was used to collect the primary data; Godden (2004) model sample size was adopted and 246 was determined as sample size, convenience sampling techniques was employed in the study. Out of the 246 copies of the questionnaire that were administered, 150 were finally retrieved and coded for data analysis. Standard multiple regression (SPSS version 26) was adopted to analyze the data. The conclusion of the study shows that retail store ambience is probably one of the most important factors in attracting and retaining customer and enhancing positive customer experience in retail outlets. The study recommends that the retail stores practitioners should try as much as possible to emphasise more on ways of improving their retail store environment and also make frantic effort in ensuring that their customers have easy access to and fro the retail store by effectively managing the parking lot of their retail store environment.
Business Ethics and Employees Satisfaction in Selected Micro and Small Enterprises in Ilorin Metropolis, Kwara State, Nigeria
(KIU Journal of Social Sciences, 2018) FATAI BELLO; ISMAILA BOLARINWA KADIRI,; SULU BABAITA ISIAKA
Micro and small Enterprises (MSE) in Nigeria continue to fail despite huge yearly sectorial allocations, policies and intervention funds that are geared towards making them the driving force of the economy. This study examined ethical practices among MSEs’ owner/managers as well as how they apply same in their managerial activities. It also examined the relationship between ethics and the employee satisfaction. The study used cluster sampling to select eighty-nine (89) business owners and one hundred and seventy-eight (178) employees of the selected businesses. The business cut across ten distinct MSEs sub-categories operating within Ilorin metropolis, Kwara State, Nigeria.. Data were collected through self administered questionnaires and analyzed using descriptive, comparative, correlation and student t-test of significance. The result obtained further showed that the owner/managers do not apply ethical practices and behaviour in their managerial style despite having substantial understanding of what constitute ethics and ethical practices. The results obtained shows that the employees perceive that their owner-managers lack ethical leadership with the mean of 2.753 falling below the 3.0 cut off point. This was shown to have negative impact on the job satisfaction of their employees and probably responsible for the continued under-performance and failure of MSEs in Nigeria. Based on these findings, it was recommended that MSE’s owner managers should introduce ethical values to their employee through role modeling and consistent practice of the same. Effort should be made to reward those who espoused high moral culture and deter those who flout the moral code.
BUSINESS TECHNOLOGICAL INNOVATION AND CUSTOMER SATISFACTION AMONG COMMERCIAL BANKS IN ILORIN METROPOLIS
(Journal of Accounting, Maanagement and Financial Technology (JAMAF), Summit University, Offa, 2023-01-17) Kamoru Lanre Akanbi, Sunday Joseph Adebayo
Until recently, business innovation studies focused on radical, technology-based innovations in large firms whereas innovation patterns in small enterprise had widely been neglected. Scholars and practitioners alike are concerned about the poor level of customer satisfaction in the banking sector. However, in recent times, since the cost of retaining existing customers has been confirmed to exceed that of acquiring new ones, the emphasis has been on retaining existing customers. This study examines how bank customers’ satisfaction could be improved through some specific innovative practices. This study focused on three banks within Ilorin metropolis in Nigeria. The descriptive research design was adopted.384 self-administered, structured questionnaires were distributed, out of which 332 copies were returned. Data was presented using frequencies and cross tabulations. One-sample t-test and Analysis of Variance were used to test hypotheses. The results of standard multiple regression indicated that product innovation has a positive and significant effect on customer satisfaction with coefficient value of .194 and a critical value of t=2.435, p-value (0. 016) < 0.05. Results also indicated that process innovation has a positive and significant with customer satisfaction. The coefficient has the value 0.257 and a critical value of t=3.532, p-value (0.001) < 0.05. Result indicated that marketing innovation has a positive and significant customer satisfaction. The coefficient has the value 0. 240 and a critical value of t=2.784, p-value (0.006) < 0.05. Technological innovation has a positive and significant effect on customer satisfaction as well with coefficient value of .261 and a critical value of t=3.076, p-value (0. 002) < 0.05. The study recommended that these banks should go beyond the conventional practice of outward show of appreciation of customer patronage, but rather work towards resolving customers’ complaints, and meeting their needs promptly, and should be proactive on innovation mix to enhance their performance.
CAPACITY BUILDING AND EMPLOYEES’ PERFORMANCE IN NIGERIAN MANAGEMENT TRAINING INSTITUTE
(POLAC MANAGEMENT REVIEW (PMR), NIGERIA POLICE ACADEMY, WUDIL-KANO, 2024-07-03) Adebayo Adeyemi Abdulwasiu; Olowookere Muhammed Taofeek
This study examined the effect of Capacity Building on Employees’ Performance’ with Agriculture and Rural Management Training Institute, Ilorin as case study with a study population of 150 and the sample size of 109 determined through Taro Yamane sample size model. Quantitative method was adopted and data were obtained through structured questionnaire. Regression analysis test revealed a significant positive relationship between capacity building variables (on the job and off the job training) and organizational performance variables (employees’ productivity and employees’ job satisfaction). The study concluded that capacity building has an improbable effect on the success of any organization. Hence, it was recommends that method be created for proper training needs appraisal and evaluation of employees’ performance subsequent to training.
CAREER PLANNING: UNLOCKING THE KEY TO EMPLOYEE PERFORMANCE IN THE ACADEMIA
(Veritas Journal of Marketing and Management, Veritas University, Abuja, 2022-06-17) K. L, Akanbi
In order to withstand the wave of competition, university management was forced to come up with ways and tactics to improve teaching, learning, and research output in order to survive the increasing obstacles and quick changes in the academic environment. However, the best way to keep and retain good employees, especially in higher education, is to provide them with opportunities for advancement. The goal of this research was to figure out how career planning may help employees perform better. With a sample size of 44 from a population of 57 summit university Offa, members, this study used a cross sectional research strategy and a standardized questionnaire for primary data collection, whereas SmartPLS2 software was employed to run Structural Equation Model (SEM) analysis. The result of findings revealed career planning has a majorly positive sway on employee performance with Beta Value 0.2854 and P value 0.049 (<5%). This suggests that, a unit change in career planning will amount to 28.5% increase in employee performance. As a result, the study finds that career development is one of the most important instruments for improving academic staff performance. As a result, it is recommended that Summit University, Offa implement a career planning programme, as this would increase employee output, and they should also add job training advancement in this institution because training has a significant impact on performance employees.
COGNITIVE DIVERSITY AND PERFORMANCE OF UNIVERSITY COLLEGE, HOSPITAL IBADAN (UCH)
(POLAC MANAGEMENT REVIEW (PMR), NIGERIA POLICE ACADEMY, WUDIL-KANO, 2024-07-31) Adebayo Adeyemi Abdulwasiu; Muhammed Taofeek Olowookere; Isiaka Sulu Babaita
Amid rapid technological advancements, demographic changes, and complex regulatory landscapes, healthcare organizations face significant challenges. Therefore, this study examined the effect of cognitive diversity on organizational performance within the dynamic healthcare sector, focusing on University College Hospital, Ibadan. Utilizing a quantitative descriptive design, this research surveyed 300 staff members of University College Hospital, Ibadan. Following the Krejcie and Morgan sample size determination method, a sample size of 298 participants was derived to ensure representativeness through stratified random sampling of the hospital's diverse workforce. Data were collected via a structured questionnaire using a 5-point Likert scale.Regression analysis indicated a positive correlation between cognitive diversity and enhanced organizational outcomes. Coefficients from the regression analysis revealed a statistically significant relationship (p = 0.001) between cognitive diversity and organizational performance. The findings strongly affirm that cognitive diversity is crucial for enhancing organizational performance in healthcare settings. The study recommends implementing diversity training programs and fostering an environment of open communication and collaboration at University College Hospital, Ibadan. These initiatives are essential for optimizing organizational outcomes amidst the complexities of cognitive diversity, promoting innovation and effective problem-solving in healthcare delivery
Conflict Management and Organisation Performance in Nigerian Tertiary Institution
(Journal of Management and Education, 2022-03-30) Ismaila Yusuf
Tertiary institutions in Nigeria operate in a turbulent environment that truncates their academic performance. Tertiary institutions are faced with numerous challenges in which conflict is essential to it. This prompts a need for appropriate strategies that would help them to build a healthy and uninterrupted working environment that would improve their performance. The question is now whether conflict management strategies adopted by the Federal Government of Nigeria as the employer (Management) to make a truce with the academic staff union of universities are jointly working to resolve the conflict between them that degenerated into industrial action. This study investigates the effect of conflict management strategies on organisation performance in tertiary institutions in Nigeria. This study explored quantitative technique, the questionnaire was distributed to 357 respondents using a convenience sampling technique. Multiple regressions were explored to analyse the data collected. The statistical findings indicated a positive significant relationship between determinants of conflict management strategies (such as accommodation strategy and compromising strategy) and organisation performance. The finding revealed that conflict management strategies have a positive significant impact on organisation performance in Nigerian tertiary institutions. The study implication showed that failure to utilise conflict management strategy effectively could hinder organisation performance. Therefore, it is recommended that the Federal Government of Nigeria should make a critical improvement on the strategies adopted and focus on accommodation strategy, compromising strategy as well as alternative dispute resolution (ADR) to create a sense of belonging and avoid industrial action. Keywords Accommodation Strategy, Compromising Strategy, Conflict Management, Performance, Tertiary institution
Coopetition in Small Business: A Strategic Option for Down Stream Photo Industry in Kwara State
(Department of Accountancy, Yobe State University, 2022) Abdulazeez Alhaji Salau
As a way of managing risk and maintaining stable income most micro and small enterprises have engaged in forward and backward diversification as well as joint ventures and mergers. This has introduced other dimensions to the relationships that earlier exists among companies. Hence, micro and small enterprises In Nigeria are largely becoming multifaceted in approach and relationships. Hence, this study examined the relationships that exist among companies in the downstream photo industries in Kwara State with a view to proffering implementable relationship among the firms. Exploratory research method is applied to gain better insight into the multi-faceted relationships among micro and small enterprises in the photo industries. It is observed that acquisition of equipment, expansion/diversification machine breakdown often results into multifaceted relationship. The study also finds out that supportive networking approach works better than strict competition. It is also revealed that buyers/suppliers in direct competition as well as partners in competition are the commonest multifaceted relationships among the down streams photo industries. The study recommends further studies into the management of the multifaceted relationships that exists among the MSMEs in Nigeria.
CORPORATE ENTREPRENEURSHIP AND PERCEIVED PERFORMANCE OF LUBRICANT COMPANY IN KWARA STATE
(FUDMA Journal of Management Sciences, A Publication of the Faculty of Management Science, Federal University of Dutsin-Ma, 2023-09-06) Adebaayo Adeyemi Abdulwasiu; Sogunro, O. E; Mojisola, M. A
This study investigated the effect of corporate entrepreneurship and perceived performance of lubricant company in Ilorin metropolis. A cross-sectional survey design was put in place for the study. The unit of analysis was Lubcon manufacturing company in Ilorin, Kwara state while the staffs of the company were the respondents. Systematic, simple random and snowbell sampling techniques were employed to collect the needed data for the study. Sample size was of 217 staff of the company. Descriptive and Inferential statistics were used to analyze the data collected for the study with the aid of Statistical Package for Social Science (SPSS) version 21. Regression analysis was used to test the hypotheses. Corporate entrepreneurial variables include; innovativeness, risk taking and proactiveness. The findings of the study revealed that corporate entrepreneurial variables made up of innovativeness, risk taking and pro-activeness was found to be a predictor performance of Lubcon manufacturing firm in Ilorin, Kwara State, Nigeria. The study found that corporate entrepreneurship has positive effect on organizational performance in the study area. It therefore recommended among others that the company should encourage education of employees on risk identification, evaluation and management that add value to them. This will encourage risk taking propensity, innovation, pro-activeness, competition and creativity; thus lead to growth.
Correlate of Workforce Diversity and Organisational Performance of Multinational Food Producing Industry in Nigeria
(Business Ethics and Leadership, 2020-09-11) Zekeri Abu; Kadiri Bolarinwa Ismaila; Kowo Solomon Akpoviroro
The paper summarizes the arguments and counterarguments within the scientific discussion on the issue cultural and age diversity of workforce and the level of workers’ productivity in the multinational companies. Three hundred and seventy-five employees from five multinational food companies in Southwest Nigeria form the object of the research. Methodological research tools contain questionnaires; the regression analysis methods was used when testing hypotheses on the existence of a correlation between cultural diversity and team performance; cross-tabulation analysis method; inter-position correlation test, and ANOVA method for generalizing and interpreting the results. The results of the study regarding the relationship between a company's cultural diversity and its market share showed that cultural diversity does not affect the performance of the organization's employees, while work experience has a non-linear impact on the company's productivity. The results of findings conclude that there is a link between workforce diversity and the organizational effectiveness of the company, as well as the positive relationship between the cultural diversity of employees and their work experience. The findings of the study are agreed with the work of other scientists on the subject and complement their results. According to the results of the analysis, it was concluded that it is necessary to increase the level of awareness of the staff about the cultural diversity that exists in the organization. The reason is that it is necessary to increase the employees’ morale and their work efficiency, which will increase the level of customer satisfaction with the work of the company. The study recommends that; multinational food producing industries should not only ensure employee diversity in their businesses but they should also make sure that diversity is used to improve organizational performance. Future research in this area should focus on consideration of all stakeholders’ opinions in the formulation of multinational company’s personnel policies.
Deposit Money Banks’ Lending Policy on Access to Credit: A Study of Selected Packaged Water Ventures in Ilorin Metropolis
(International Journal of Economics and Development Policy (Gombe State University, Gombe)., 2021-12-03) Adebayo, Philips Olugbenga
Small businesses have in recent time contributed immensely to global economic output. However, in Nigeria, poor access to credit facilities from deposit money banks (DMBs) has constituted a serious impediment to the growth potential of the subsector. This study examined the impact of DMBs lending policy on credit access to SSEs in Ilorin metropolis. Descriptive survey design was adopted for the study involving twenty-seven (27) packaged water ventures selected using purposive sampling technique. Research hypotheses were tested with regression analysis, correlation and t-test statistical tools at 0.05 alpha levels. The results obtained from the analyses showed that interest rate has negative effect on credit access. The findings further revealed that collateral requirements (landed assets, other assets/facilities) significantly affect working capital loan. More so, it was revealed that business record such as financial statement, sales records, bank account records, business plan, customer record and evidence of insurance service have positive effect on credit access. The study concludes that both interest rate policy and collateral requirements have combined effect on credit access from DMBs to SSEs. It was recommended among others that management of deposit money banks should be strategic at implementing and or executing interest rate while the regulatory body and other stakeholders should regularly review the market trends and other parameters while making lending policies. Keywords: Deposit money bank, lending policy, credit access, collateral, interest rate
Detection of Banks' Customers Loyalty Using Naive Bayes and Support Vector Machine Classifiers: A Machine Learning Approach
(2024-09-01) Sulaiman O. Abdulsalam, Ismaila Yusuf, Samson O. Ojerinde, and Abdullahi Yahaya
Abstract This research paper presents a machine learning approach for detecting and predicting customer loyalty in the banking sector. The study utilizes Naive Bayes and Support Vector Machine (SVM) classifiers to analyze customer data, including demographic information, transaction history, and customer feedback. The dataset is divided into training and testing sets for model development and evaluation. The Naive Bayes classifier leverages the assumption of feature independence, while the SVM classifier constructs optimal hyperplanes for class separation. Performance metrics such as accuracy, precision, recall, and F1-score are used to evaluate the models. Both classifiers demonstrate high accuracy in identifying loyal customers, indicating their potential for real-world application. The study also analyzes the influence of factors like age, income level, and transaction frequency on customer loyalty through feature importance analysis. The proposed machine learning approach offers valuable insights for banks to identify and target loyal customers, enabling effective customer relationship management and improved business performance. The research underscores the importance of feature engineering and model selection in developing accurate customer loyalty prediction models

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