存款货币银行的关系营销和客户忠诚度:尼日利亚卡拉巴尔 Covid-19 大流行后调查

Joseph A. Anyadighibe, Nsobiari F. Awara, Akabomita C. Mkpang, Benjamin E. Ekom
{"title":"存款货币银行的关系营销和客户忠诚度:尼日利亚卡拉巴尔 Covid-19 大流行后调查","authors":"Joseph A. Anyadighibe, Nsobiari F. Awara, Akabomita C. Mkpang, Benjamin E. Ekom","doi":"10.61090/aksujomas.2023.010","DOIUrl":null,"url":null,"abstract":"This study examined relationship marketing and customer loyalty of deposit money banks: A post-COVID-19 pandemic survey in Calabar, Nigeria. It was carried out to determine the effects of building trust, customer care, customer communication and customer commitment on customer loyalty to deposit money banks in Calabar after the pandemic. Cross-sectional survey research design was used for the study. Judgmental sampling technique was applied and primary data were obtained from 248 deposit money banks’ customers in Calabar using a structured questionnaire. Content validity method was applied to validate the structured questionnaire, while Cronbach’s alpha method was adopted to confirm the instrument’s reliability. Data obtain from the study were analyzed using multiple linear regression. The findings of the study revealed that building trust, customer care, customer communication and customer commitment had significant positive effects on customer loyalty of deposit money banks after the COVID-19 pandemic in Calabar. The study recommended that deposit money banks should consistently strive to boost customers’ confidence in their ability to deliver satisfactory banking services amidst disruptive pandemics like COVID-19 by using technology and human efforts to strengthen service quality delivery; deposit money banks should deploy customer-friendly technologies to deliver customer care services.","PeriodicalId":433477,"journal":{"name":"AKSU Journal of Management Sciences","volume":"31 1","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2023-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Relationship Marketing and Customer Loyalty of Deposit Money Banks: A Post Covid-19 Pandemic Survey in Calabar, Nigeria\",\"authors\":\"Joseph A. Anyadighibe, Nsobiari F. Awara, Akabomita C. Mkpang, Benjamin E. Ekom\",\"doi\":\"10.61090/aksujomas.2023.010\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"This study examined relationship marketing and customer loyalty of deposit money banks: A post-COVID-19 pandemic survey in Calabar, Nigeria. It was carried out to determine the effects of building trust, customer care, customer communication and customer commitment on customer loyalty to deposit money banks in Calabar after the pandemic. Cross-sectional survey research design was used for the study. Judgmental sampling technique was applied and primary data were obtained from 248 deposit money banks’ customers in Calabar using a structured questionnaire. Content validity method was applied to validate the structured questionnaire, while Cronbach’s alpha method was adopted to confirm the instrument’s reliability. Data obtain from the study were analyzed using multiple linear regression. The findings of the study revealed that building trust, customer care, customer communication and customer commitment had significant positive effects on customer loyalty of deposit money banks after the COVID-19 pandemic in Calabar. The study recommended that deposit money banks should consistently strive to boost customers’ confidence in their ability to deliver satisfactory banking services amidst disruptive pandemics like COVID-19 by using technology and human efforts to strengthen service quality delivery; deposit money banks should deploy customer-friendly technologies to deliver customer care services.\",\"PeriodicalId\":433477,\"journal\":{\"name\":\"AKSU Journal of Management Sciences\",\"volume\":\"31 1\",\"pages\":\"\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2023-11-15\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"AKSU Journal of Management Sciences\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.61090/aksujomas.2023.010\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"AKSU Journal of Management Sciences","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.61090/aksujomas.2023.010","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0

摘要

本研究探讨了存款银行的关系营销和客户忠诚度:在尼日利亚卡拉巴尔开展的 "COVID-19 大流行后调查"。本研究旨在确定大流行后建立信任、客户关怀、客户沟通和客户承诺对卡拉巴尔存款银行客户忠诚度的影响。研究采用了横断面调查研究设计。研究采用了判断抽样技术,并使用结构化问卷从卡拉巴尔的 248 名存款银行客户那里获得了原始数据。采用内容效度法对结构化问卷进行验证,同时采用克朗巴赫α法确认问卷的可靠性。研究数据采用多元线性回归法进行分析。研究结果表明,在卡拉巴尔发生 COVID-19 大流行后,建立信任、客户关怀、客户沟通和客户承诺对存款银行的客户忠诚度有显著的积极影响。研究建议,存款银行应通过利用技术和人力加强服务质量,不断努力增强客户对其在 COVID-19 等破坏性流行病中提供令人满意的银行服务的能力的信心;存款银行应采用客户友好型技术提供客户关怀服务。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
查看原文
分享 分享
微信好友 朋友圈 QQ好友 复制链接
本刊更多论文
Relationship Marketing and Customer Loyalty of Deposit Money Banks: A Post Covid-19 Pandemic Survey in Calabar, Nigeria
This study examined relationship marketing and customer loyalty of deposit money banks: A post-COVID-19 pandemic survey in Calabar, Nigeria. It was carried out to determine the effects of building trust, customer care, customer communication and customer commitment on customer loyalty to deposit money banks in Calabar after the pandemic. Cross-sectional survey research design was used for the study. Judgmental sampling technique was applied and primary data were obtained from 248 deposit money banks’ customers in Calabar using a structured questionnaire. Content validity method was applied to validate the structured questionnaire, while Cronbach’s alpha method was adopted to confirm the instrument’s reliability. Data obtain from the study were analyzed using multiple linear regression. The findings of the study revealed that building trust, customer care, customer communication and customer commitment had significant positive effects on customer loyalty of deposit money banks after the COVID-19 pandemic in Calabar. The study recommended that deposit money banks should consistently strive to boost customers’ confidence in their ability to deliver satisfactory banking services amidst disruptive pandemics like COVID-19 by using technology and human efforts to strengthen service quality delivery; deposit money banks should deploy customer-friendly technologies to deliver customer care services.
求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
自引率
0.00%
发文量
0
期刊最新文献
Service Quality Delivery and Customers Patronage of Eateries Freedom of Information Act (FoIA) and the Challenges of Investigative Journalism in Nigeria Social Factors Influencing Tobacco Consumption Among Adolescents in Ikot Ekpene, Akwa Ibom State, Nigeria The Impact of Artificial Intelligence and Blockchain on Entreprenuership Performance and Success in Nigeria (Study of Kassy Block Chain and Technology Agency) Procurement Practices and Organizational Performance of Tertiary Institutions in Bayelsa State
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
现在去查看 取消
×
提示
确定
0
微信
客服QQ
Book学术公众号 扫码关注我们
反馈
×
意见反馈
请填写您的意见或建议
请填写您的手机或邮箱
已复制链接
已复制链接
快去分享给好友吧!
我知道了
×
扫码分享
扫码分享
Book学术官方微信
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术
文献互助 智能选刊 最新文献 互助须知 联系我们:info@booksci.cn
Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。
Copyright © 2023 Book学术 All rights reserved.
ghs 京公网安备 11010802042870号 京ICP备2023020795号-1