Influence of Social Media Complaints on Customer Service Quality Amongst Selected Banks in Lagos state, Nigeria (Published)
Financial institutions are increasingly leveraging social media not only for customer interaction but also for managing their daily operations. In the banking sector, the utilization of social media for addressing customer complaints is rapidly gaining traction. Consequently, customers are increasingly embracing social media platforms due to their ability to provide prompt responses to their inquiries and complaints. This study seeks to examine the influence of social media complaints on customer service quality among selected banks in Lagos state, Nigeria. The study was anchored on the Service Recovery Paradox, while the descriptive survey research design was adopted in this study. The Topman’s formula for unknown population was used to calculate a sample size of 250 respondents and the available sampling technique was used to select respondents sampled for this study. Findings revealed that majority of the respondents sampled for this study utilize social media extensively to voice their concerns or complaints about banking services. Findings further revealed that a substantial proportion of respondents sampled for this study believes that banks effectively respond to customer complaints raised via social media platforms. The study recommends that banks should provide comprehensive training to customer service representatives to equip them with the skills and knowledge necessary to effectively handle complaints and resolve issues raised on social media platforms.
Keywords: Banks’, Customer Complaints, Social media, service recovery paradox
Digital Marketing and Performance of Banks in Port Harcourt (Published)
The study examined digital marketing and performance of selected banks in Port Harcourt. A descriptive survey research design was used for the study. The study adopted structure questionnaire instrument for data collection with a judgmental sampling method targeted on three money deposit banks which include, First Bank Plc, Access Bank Plc and First City Monument Banks in Port Harcourt. The sample size was 30 and 10 respondents were selected from the three banks and the unit of analysis are customers, managers, internal control managers and general managers. Data collected were analyzed with Pearson product moment correlation (PPMC) and simple regression analysis statistical tools at 0.05 percent level of significance. The result showed that there is a significant relationship between content marketing, social media marketing, etc. and customer patronage of selected banks in Port Harcourt. The study recommended among others that customer care service unit should create a friendly relationship with their customers.
Keywords: Banks’, Digital Marketing, Performance, Port Harcourt
THE EFFECT OF EMOTIONAL INTELLIGENCE ON THE FINANCIAL PERFORMANCE OF COMMERCIAL BANKS IN GHANA: THE MEDIATION ROLE OF RELATIONSHIP MARKETING, SERVICE QUALITY, CUSTOMER SATISFACTION (Published)
This study examines the effect of emotional intelligence on financial performance of commercial banks in Ghana from the perspective of the mediation role of relationship marketing, service quality and customer satisfaction. It goes further to indicate the relative impacts of these mediating variables on financial performance. A complete picture of the monetary effects of investing in the enhancement of employees’ emotional intelligence is hence the core of this paper. The study is a descriptive quantitative study in which a sample of 220 each of service providers and customers in 20 commercial banks in Ghana are used. Pearson’s correlation test, partial correlation test and ordinary least squares regression analysis were used to analyse data. According to findings, emotional intelligence positively relates to relationship marketing (r = .804, p = .000), service quality (r = .601, p = .000), customer satisfaction (r = .426, p = .000) and financial performance (r = .734, p = .000). Emotional intelligence also significantly predicts relationship marketing, service quality, customer satisfaction and financial performance by contributing 64.7%, 63.2%, 23.2% and 32% of the variance respectively. It is made evident that relationship marketing provides the most dominant mediation in the relationship between emotional intelligence and financial performance in the face of service quality and customer satisfaction. Commercial banks are therefore encouraged to deploy resources towards equipping their service providers with emotional intelligence
Keywords: Banks’, Customer Satisfaction, Emotional Intelligence, Financial Performance, Relationship Marketing, Service Quality, service providers