Service Quality and Customer Patronage A Study of Selected Commercial Banks Users in Anambra State
Journal Title: International Journal of Trend in Scientific Research and Development - Year 2021, Vol 5, Issue 5
Abstract
The majority of studies focused on determining the association between customer satisfaction with banking services and banks patronage without attempting to determine the drivers of customer patronage. The need to examine service quality and related components as predictors of client patronage of banks in Anambra State prompted this study. The studys population was limitless, and a sample size of 250 responders was calculated statistically. The questionnaire was used to obtain primary data. The hypotheses were tested using multiple linear regressions. The study found that service quality and price cost variables have a significant influence on customers’ patronage of specific banks. Regular staff training and retraining is critical, especially because the study highlighted effective check in out as one of the factors. As well as proficient bilingualism, training in languages other than ones native tongue is essential. Okeke, Lawrence N | Okoye, Nonso J "Service Quality and Customer Patronage: A Study of Selected Commercial Banks Users in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd45078.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/45078/service-quality-and-customer-patronage-a-study-of-selected-commercial-banks-users-in-anambra-state/okeke-lawrence-n
Authors and Affiliations
Okeke, Lawrence N | Okoye, Nonso J
Keywords
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