EFFECT OF CUSTOMER ORIENTATION ON CUSTOMER RETENTION IN FIRST BANK OF NIGERIA LIMITED, ILORIN BRANCH

Simple item page
dc.contributor.authorNurudeen, B. A.
dc.contributor.authorYusuf, I.
dc.contributor.authorAbdullahi, K. K.
dc.date.accessioned2025-06-17T17:07:20Z
dc.date.available2025-06-17T17:07:20Z
dc.date.issued2024-07
dc.description.abstractCustomer Relationship Management is a process that caters for the overall dimension of customer identification, managing the insight of the customers and developing relationships with customers with its roots in Relationship Marketing and its focus being customer retention and relationship enhancement while emphasizing the process of integration throughout the organization's multiple sections. The objective of this paper is to determine the extent to which Customer Relationship Management affects customer retention in First Bank Ltd. in lorin metropolis. The study utilises survey research design that uses an infinite population due to the nature of the study. Primary method of data collection was used using closed ended questionnaire with the aid of a five points Likert scale to ascertain the degree of respondents' opinions. The study further used ANOVA and Regression Analyses for descriptive and inferential statistic with the aid of SPSS version 25.0 to analyse the data. Findings from the study showed that R Square is 0.471 and adjusted R square is reported to have 0.467 which implies that 47% of variation of the dependent variable were explained by the independent variable. Therefore, the ANOVA results regressed indicated that the estimated F value of 22.956 has a significant value of 0.000 which is less than the P-Value of 0.05 (p<0.05) which means that customer orientation has significant effect on customer retention. The study therefore concludes that First Bank Ltd should pay adequate attention on customer relationship management for the purpose of retaining their customers. The study recommends that the bank should endeavour to put in place mechanism that will deepen customer relationship by way of engaging customers to have enough orientation about Banking services offered for the purpose of retaining them.
dc.identifier.issn2814-2675
dc.identifier.urihttps://kwasuspace.kwasu.edu.ng/handle/123456789/5571
dc.language.isoen
dc.publisherDepartment of Business Administration, Faculty
dc.relation.ispartofseries1; 2
dc.titleEFFECT OF CUSTOMER ORIENTATION ON CUSTOMER RETENTION IN FIRST BANK OF NIGERIA LIMITED, ILORIN BRANCH
dc.typeArticle
Files
Original bundle
Now showing 1 - 2 of 2
Thumbnail Image
Name:
EFFECT OF CUSTOMER ORIENTATION ON CONSUMER RETENTION IN FIRST BANK OF NIGERIA LIMITED, Ilorin Branch.pdf
Size:
8.6 MB
Format:
Adobe Portable Document Format
Description:
Download
Thumbnail Image
Name:
EFFECT OF CUSTOMER ORIENTATION ON CONSUMER RETENTION IN FIRST BANK OF NIGERIA LIMITED, Ilorin Branch.pdf
Size:
8.6 MB
Format:
Adobe Portable Document Format
Description:
Download
License bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
license.txt
Size:
1.71 KB
Format:
Item-specific license agreed to upon submission
Description:
Download
Collections
Scholarly Publication