ABSTRACT
This research work is to examine “Evaluation of Customer Service and relationship marketing in the banking industry with reference to first Bank Nig. Ltd Enugu was carried out to evaluate the relationship marketing of banking industry in Enugu metropolis. This study has the following objectives: To find out whether the practice of customer relationship marketing by first bank Nigeria Ltd increases customers patronage of their services. To find out whether customer relationship marketing practice of first bank Nigeria Ltd lead to long-term relationship between the management and customers. To solve the research problem, both primary and secondary data were collected the research instruments used in collecting the data were questionnaire and oral interviews. The population of the study comprised the relevant management and staff and customers of first bank. The sample size was determined using bourley’s formular for customers and census was used for relevant management and staff.
In organizing and presenting data collected tables, percentages and frequencies were used. From that data collected, the researcher made some findings, among which are: The practice of customer relationship marketing by first bank Nigeria Plc leads to long-term relationship with their customers. The trained and motivated employees to improve customers service and relationship. Based on these findings, the research recommended that: For the productivity of the bank, the banking industry should train and motivate their employees to take good care of their customers to increase their customers service and relationship. It is the research opinion that if these recommendations are judiciously implemented, the customers of first bank will not only be satisfied but also increased patronage.
TABLE OF CONTENTS
Title Page i
Approval Page ii
Dedication iii
Acknowledgement iv
Abstract v
Table of Contents iv
CHAPTER ONE
Introduction
1.1 Background of the Study
1.2 Statement of the Problem
1.3 Objectives of the Study
1.4 Formulations of hypotheses/Research questions
1.5 Significance of the Study
1.6 Scope / Delimitation of Study
1.7 Definition of Terms
CHAPTER TWO
Literature Review
2.1 An Overview of Marketing
2.2 Marketing Mix – an Overview
2.3 What is Customer Service
2.4 Components of relationship marketing
2.5 The role of Customer Service Delivery in Business
2.6 Customer Relationship Marketing for Service Delivery
2.7 The Role of Customer Service Delivery in Banking Industry
CHAPTER THREE
Research Methodology
3.1 Sources of data
3.2 Population of the Study
3.3 Sample Size Determination
3.4 Sampling Techniques
3.5 Research instruments Used
3.6 Valuation of Research Instrument Used
3.7 Questionnaire Allocation and Administration
3.8 Method of data analysis
3.9 Limitation of the Study
CHAPTER FOUR
Presentation, Analysis and Interpretation of Data
4.1 Presentation and Analysis of Data
4.2 Test of Hypothesis
CHAPTER FIVE
Discussion of Finding, Recommendation and Conclusion
5.1 Summary of Findings
5.2 Recommendations
5.3 Conclusion
Bibliography
Appendix
Disclaimer: Note this academic material is intended as a guide for your academic research work. Do not copy word for word. Note: For Computer or Programming related works, some works might not contain source codes
CITE THIS WORK
(2014, 11). Evaluation Of Customer Service And Relationship Marketing In The Banking Industry (a Case Study Of Fist Bank Nigeria Ltd Enugu).. ProjectStoc.com. Retrieved 11, 2014, from https://projectstoc.com/read/5208/evaluation-of-customer-service-and-relationship-marketing-in-the-banking-industry-a-case-study-of-fist-bank-nigeria-ltd-enugu-4980
"Evaluation Of Customer Service And Relationship Marketing In The Banking Industry (a Case Study Of Fist Bank Nigeria Ltd Enugu)." ProjectStoc.com. 11 2014. 2014. 11 2014 <https://projectstoc.com/read/5208/evaluation-of-customer-service-and-relationship-marketing-in-the-banking-industry-a-case-study-of-fist-bank-nigeria-ltd-enugu-4980>.
"Evaluation Of Customer Service And Relationship Marketing In The Banking Industry (a Case Study Of Fist Bank Nigeria Ltd Enugu).." ProjectStoc.com. ProjectStoc.com, 11 2014. Web. 11 2014. <https://projectstoc.com/read/5208/evaluation-of-customer-service-and-relationship-marketing-in-the-banking-industry-a-case-study-of-fist-bank-nigeria-ltd-enugu-4980>.
"Evaluation Of Customer Service And Relationship Marketing In The Banking Industry (a Case Study Of Fist Bank Nigeria Ltd Enugu).." ProjectStoc.com. 11, 2014. Accessed 11, 2014. https://projectstoc.com/read/5208/evaluation-of-customer-service-and-relationship-marketing-in-the-banking-industry-a-case-study-of-fist-bank-nigeria-ltd-enugu-4980.
- Related Works
- Techniques For Assessing The Durability Of Small Scale Business Opportunities
- The Role That A Comprehensive Staff Welfare Scheme Plays In The Efficiency With Which An Average Worker Discharges His Responsibilities And The Achievement Of The Overall Corporate Of An Organization
- The Practics Of Business Ethics Amongst Ogbete Main Market Traders Assocition
- The Impact Of Management Style On The Efficiency Of Selected Government Owned Companies (a Study Of Enugu Metropolis)
- Performance Appraisal Of Junior Staff In Public Organizations (a Case Study Of National Electric Power Authority (n.e.p.a) Enugu District Office)
- The Impact Of Disaster Risk Management On The Development Of Small Scale Business In Nigeria
- The Effect Of Corporate Governance On The Performance Of Forte Oil Nigeria Plc
- The Problem And Prospects Of Entrepreneurship Development In Enugu State. (a Case Study Of Enugu South Local Government Area)
- Motivation Of Workers For Higher Productivity In Banking Sector (a Case Study Of Union Bank Okpara Avenue Plc. Enugu)
- The Reason For Efficient Development And Training Of Stores Personnel In An Industry A Case Study Of Emenite Industry, Enugu