Factors Influencing the Choice of Commercial Bank among Transport Workers in Anambra State Nigeria (Published)
This study was conducted to identify the factors (technical, functional and environmental) that influence the bank selection decision of transport workers in Awka, Anambra State. Competition in banking sector is increasing day by day and this forces the banking sector to identify and satisfy new markets to increase their customer base and market share. Data were collected through self-administered questionnaire to three hundred (300) transport workers in Awka environment, capital of Anambra State. Descriptive statistics and ANOVA were used to analyze data. Out of twenty eight (28) factors studied it was found out that secure feeling, bank reputation, continuous information flow, efficient service and confidentiality are the most important influencing factors in choosing a bank among the transport workers in Awka, Anambra State Nigeria. Using the three dimensions of services factors, that is, technical, functional and environmental; it shows that technical factors have significant influence, followed by functional factor, while Environmental factors have no significant influence on transport workers. We recommend that banks located in Awka, Anambra State that wants to serve the transport workers should consider the five most important factors as an invaluable strategic tool for marketing strategy design. They should emphasis more on what the customer received, than the way in which the service is deliver and the physical environment of the bank.
Keywords: Anambra, Choice, Commercial Bank, State Nigeria, Transport Workers
Information Technology Infrastructure and Customer Service Delivery (Published)
The purpose of this study was to investigate the impact of compatibility and connectivity of Information Technology Infrastructure (ITI) on reliability and access of customer service delivery in the Nigeria commercial banks. The study selected 8 commercial banks out of the 20 commercial banks in Nigeria as to generalize her findings. The study conveniently selected 40 customers’ from the eight banks, thereafter a total of 40 copies of the questionnaire that is 5copies per banks was randomly distributed to the 40 customers of the banks and the 40 questionnaire were fully attended to and retrieved. Simple percentages, tables were used to analyze the respondent demographics, while the Spearman’s rank order correlation coefficient was used to analyze the four hypotheses; this was made easy with the use of statistical package for social sciences SPSS. The findings therefore revealed that compatibility and connectivity of ITI has strong and positive impact on reliability and access of customer service delivery. Therefore, the study has bridged knowledge by revealing that the two component of ITI used in this study impact on the two components of customer service delivery as used in this work. We, recommended that commercial banks should improve on their ITI compatibility and connectivity by training and retraining their IT personnel to be responsive to customer’s complaints, also should overhaul their ITI facilities regularity in other words by improving their facilities, so as to deliver quality service and access to service.
Keywords: Commercial Bank, Compatibility, Connectivity, Customer Service Delivery, Information Technology Infrastructure, Reliability and Access