Impact of Customer Relationship Management (CRM) On the Performance of Deposit Money Banks (DMBS) In Abuja (Published)
This study examines the impact of Customer Relationship Management on the performance of Deposit Money Banks in Abuja. The study investigates how CRM variables such as customer attraction, customer satisfaction and customer retention impact on the performance of Deposit Money Banks. The study adopted a survey research method where data was collected using questionnaires administered to both employees and customers of the ten randomly selected DMBs in Abuja made up of the 341 Population of the study. Taro Yamane Sample Size formula was used to determine the sample size (184). Out of the 184 copies of questionnaires that were distributed, 175 representing 95.1 % response rate were retrieved and used for analysis. As part of the method of data analysis, Pearson Correlation and Ordinary Least Square (OLS) was used to test the formulated hypotheses in line with the objectives of the study. The major finding reveals that, “there is significant relationship between Customer Relationship Management and performance of Deposit Money Banks in Abuja”. It was recommended that Deposit Money Banks (DMBs) in Nigeria’s North-Central sub-region should improve on Customers’ attraction activities in order to achieve deeper market penetration which will help in attracting more customers to strengthen their competitive positions. The study concluded that DMB’s should adopt CRM since it contributes significantly to their performance.
Keywords: Customer Attraction, Customer Relationship Management, Customer Satisfaction, Customer retention, Deposit Money Banks, Performance
Customer Relationship Management and Profitability of Money Deposit Banks In Nigeria (2006 – 2015) (Published)
The study investigated the customer relationship management and profitability of money deposit banks in Nigeria from 2006 to 2015. Ten banks out of twenty one functioning banks were selected for the study. The specific objective was to ascertain the extent to which bank CRP affect the TR and PAT. Secondary data employed were from the annual reports from banks published in the NSE website. Multiple regression analysis and student t-test were the statistical tools employed, with the use of SPSS for both data analysis and to test the hypotheses formulated for the study at 5% level of significance. The result indicated that CRP has a significant relationship with the total revenue of banks with little or no impact. Since the impact on TR is not much, its relationship with PAT is not significant while the impact is negative. The study therefore concludes that if banks can give more attention to customer relationship management, the revenue base (income from customers) will have a boost and operating overhead will not absorb all the income. As a result, there will be enough retained profit to pool back (reinvest) into the business.
Keywords: Banks’, Customer Relationship Management, Nigeria, Profit after tax, total revenue