Internet Banking Service Quality and Customer Retention in Deposit Money Banks in Rivers State- Nigeria (Published)
This study investigates the relationship between Internet Banking Service Quality and Customer Retention in Deposit Money Banks in Rivers State. The objectives of the study were to investigate the influence of internet service efficiency and website design on Customer Retention. The study adopted the quasi-experimental research design which employed the cross sectional survey design. The choice of this survey approach is because it will scientifically look at the situation on ground and will empirically analyze it to get result that can be attributable to the accessible population. Based on the research questions, a research questionnaire was designed and one hundred and ninety (190) copies were distributed to the customers of the banks who constituted the populationof study, the researcher purposively administered ten (10) copies each to customers of the nineteen (19) deposit money banks in Rivers State. A total of one hundred & sixty-nine (169) copies of the distributed questionnaire were retrieved. These copies were analyzed and the hypotheses were tested using the Kendal’s Correlation Coefficient with the aid of SPSS Version 23.0. The result revealed that; there is a significant relationship between internet banking service efficiency and referral, internet banking service efficiency and resistance to competitive pressure, Internet banking website design and referral, Internet banking website design and resistance to competitive pressure. The result also revealed that customer technology adoption positively influences the relationship between internet banking service quality and customer retention in deposit money banks in Rivers State. The study concluded that consumer orientation should be applied whenever; banks are adopting new techniques that will service the need of their customers for better satisfaction. The study recommends that Banks should invest more on technologies that will ensure efficiency in serving customer and overall satisfactions of the customers. Customer satisfaction should be kept in mind as banks upgrade existing systems or while buying new systems altogether.
Keywords: Customer Satisfaction, Customer retention, Internet Banking
Influence of Customer Relationship Management on Customers’ Retention in the Insurance Industry in Accra, Ghana (Published)
The study examines the influence of customer relationship management on customers’ retention in the insurance industry in Accra, Ghana. The objective of the study was to examine the relationship between customer relationship management and customers’ satisfaction in the insurance industry in Accra, Ghana; to determine the relationship between customer relationship management and customers’ retention in the insurance industry in Accra, Ghana and; to identify the challenges obstructing customer relationship management’s strategies in the insurance industry in Accra, Ghana. Convenience sampling technique was used to gather data form a sample of 200 customers of insurance firms in Accra, Ghana, using structured interview guide and data analyses carried out using SPSS version 20. The findings of the study showed a direct effect of customer relationship management on customers’ satisfaction. Also, the study revealed a significant positive relationship between customer relationship management and customers’ retention. Based on these findings, the study recommends that the insurance industry in Accra, Ghana, should continue to deliver excellent customer service to customers in order to keep satisfying them. This can be achieved by understanding their expectations and meeting them. More so, the study recommends insurance firms in Accra, Ghana, to continue to deliver value laden-relationships with customers in order to keep retaining them since retention is key in any given competitive business environment.
Keywords: Customer Relationship Management, Customer Satisfaction, Customer Service, Customer retention
The Effect of Brand Name on Customer Loyalty in the Mobile Communication Industry in Ghana (Published)
The mobile communication industry in Ghana cannot be successful without loyal customers. Thus, brand name is very critical factor to help retain customers thereby improving the bottom line of the firm. The purpose of this study was to investigate the extent to which brand name contributes to customer loyalty in mobile telecommunication brands in Ghana. The paper also finds out the factors that influence consumer choice of brand (mobile network) and why subscribers switch from one network to another. The study captured both qualitative and quantitative data. Data collection was conducted through a survey questionnaire comprising open and closed ended questions. To get the sample size for the study, 120 respondents were selected using simple random sampling but 150 were contacted because of data collection limitation such as non response. Statistical package for Social Sciences (SPSS) was used for data analysis. Statistical analysis includes Pearson correlation, logistic regression and descriptive statistics. Pearson correlation and regression were used to analyze the customer reasons for choosing a particular network as well as the relationship between customer association and brand attributes. The study found that, brand name does not really contribute to customer loyalty. Other factors such as the quality, price, availability, and sales promotion also contribute to customer loyalty. The study however revealed that, there are factors such as price, quality, price and quality and brand name that consumers consider when making a purchased decision, however, they mostly associate quality with the name of the mobile network brand purchase. Thus, any mobile network brand purchase is because of the quality but not necessarily the name
Keywords: Brand name, Customer loyalty, Customer retention, Mobile communication, Quality