European Journal of Business and Innovation Research (EJBIR)

EA Journals

Customer retention

Proximity and Performance of Hotels in Port Harcourt: A Corporate Operations Challenge (Published)

The need for proximal positioning for effective performance has been highlighted in this study which sought to examine the relationship between proximity and performance of Hotels in Port Harcourt. The study was guided by six hypotheses stating that there is no significant relationship between proximity (dimensioned by proximity to customers and proximity to staff) and performance (measured with patronage, customer retention and employee turnover). A sample of ninety managers was drawn from hotels in Port Harcourt using the cluster sampling technique. Pearson’s product moment correlation (r) was used in testing the hypotheses at 95% level of confidence. The findings indicated that proximity to customers related significantly with patronage, customer retention and and employee turnover. While proximity to staff did not relate significantly with patronage and customer retention; but with employee turnover. Based on these, it was concluded that to a large extent, proximity is a good predictor of performance of hotels in Port Harcourt. Hence, hotels need to reposition and/or re-strategize so as to mitigate the locational challenges of proximity to customers and employees that are capable of impeding their performance. Consequently, the study recommended among other things that hotels should be located in such a way that they are easily accessible by customers and employees so as to enhance economic activities. Where this is not the case, hotel management should collaborate with transport service providers to address the issue of proximity and easy access to and fro their facilities.

Keywords: Accessibility, Customer retention, Employee turnover, facility location and patronage.

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

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