Download Tag: CUSTOMER SATISFACTION


A PROPOSAL ON IMPACT OF EMPLOYEE SATISFACTION ON CUSTOMER SATISFACTION

Abstract The study will investigate the impact of employee satisfaction on customer satisfaction. The following objectives will be used for the study; To study relationship between customer satisfaction and employee satisfaction, to investigate relationship between employee satisfaction and financial performance which is mediated by customer satisfaction and to understand the importance of employee satisfaction on customer satisfaction in Airtel Nigeria. The method of data analysis that will be used by ...

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THE IMPACT OF AUTOMATED TELLER MACHINE (ATM) ON CUSTOMER SATISFACTION IN BANKS

CHAPTER ONE INTRODUCTION 1.1    BACKGROUND TO THE STUDY Automated Teller Machines (ATM) are devices used by bank customers to process account transactions. Typically, a user inserts into the ATM a special plastic card that is encoded with information on a magnetic strip. The strip contains an identification code that is transmitted to the bank’s central computer by modem. To prevent unauthorized transactions, a personal identification number (PIN) must also be used ...

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EFFECTIVENESS OF INNOVATIVE CUSTOMERS SERVICE AS AID TO INCREASING CUSTOMER SATISFACTION IN TELECOMMUNICATIONS INDUSTRY

ABSTRACT The main thrust of this study is to evaluate effectiveness of innovative customers service as aid to increasing customer satisfaction in telecommunications industry. Specific objectives are:To dramatically improve customer satisfaction in telecommunication industries, To identify the loop holes associated with customer service as an aid to effective customer satisfaction.Data for this study was collected by means of structured questionnaires (primary data). Secondary data were collected from text books, journals ...

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SERVICE QUALITY AND CUSTOMER SATISFACTION OF SELECTED MONEY DEPOSIT BANKS IN PORT HARCOURT

CHAPTER ONE INTRODUCTION Background to the Study Nigerian banks in the face of increasing competition are currently facing enormous challenges which have made survival increasingly difficult. To survive and be successful providers of financial services, it is extremely important that the present environment should go with a new management order which will offer the customer satisfaction and make better business performance. It is evident that today customers have increasingly become ...

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CUSTOMER SATISFACTION AND ITS IMPLICATION ON BANKS PERFORMANCE IN NIGERIA

CHAPTER ONE INTRODUCTION 1.1   BACKGROUND TO THE STUDY It is believed that the goal of every organization is to meet the needs and the requirements of its stakeholders. Meeting the needs and the requirements of the stakeholders will not only ensure the survival of the organization but also allow it to flourish. Customers are presumed to be one of the most important stakeholders in any organization because without them, ...

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AN ASSESSMENT OF CUSTOMER SATISFACTION IN BANKING INDUSTRY

CHAPTER ONE INTRODUCTION 1.1  BACKGROUND OF THE ESSAY Customer Satisfaction is perception of customer about a company and in relation to whether his or her expectation is met or not (Praline, 2017). Over the years a feeling of discontentment among customers and users of bank services developed gradually with regard to irregular rendering of banks statement delay in clearing and crediting changes lodged, failure to receive prior guidance and endless queues ...

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APPRAISAL OF THE EFFECT OF ELECTRONIC PAYMENT SYSTEM ON CUSTOMER SATISFACTION IN NIGERIA BANKING SYSTEM

CHAPTER ONE INTRODUCTION 1.1.  BACKGROUND TO THE STUDY Today’s business environment is extremely dynamic in nature. It has experienced rapid changes as a result of technological improvements, increased awareness and demands for banks services. The Banking industry of the 21st century operates in a complex and competitive environment characterized by these changing conditions and highly unpredictable economic climate, thus, information and communication technology (ICT) is at the centre of this global ...

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EFFECTS OF INNOVATION TOWARDS MEETING CUSTOMER SATISFACTION IN NIGERIA BANKING SECTOR

CHAPTER ONE INTRODUCTION 1.1     BACKGROUND TO THE STUDY The Nigerian banking sector, which plays the intermediation role between the surplus and deficit sectors of the economy, propels the development and growth of the economy. Soludo (2004), proposes the reform of the banking sector with the sole objective of moving the economy forward and to re-position the banking system to a sound and reliable catalyst of development and to compete favorably ...

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THE EFFECTS OF TELECOMMUNICATION SERVICE ON CUSTOMER SATISFACTION IN NIGERIA

Abstract The study was carried out to determine the effect of telecommunication service on service delivery and customer satisfaction. To carry out this research work survey research design employing questionnaire was used as the instrument of data collection. The data collected were presented in tables and analyzed using simple percentage and Chisquare statistics. The result review that MTN does not provide the needed service. That their service is characterized with ...

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THE IMPACT OF SEGMENTATION ON CUSTOMER SATISFACTION

ABSTRACT Basically, NBC moffers different product to customers which in one way or the other leads to the satisfaction of the desires of the customers. Some objectives of this study are; ·                    To find out the role of segmentation in the marketing of NBC Plc products. ·                    To find out if market segmentation of NBC Plc leads to increase customers patronage. Based on the above objectives, the researchers used primary ...

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THE IMPACT OF SEGMENTATION ON CUSTOMER SATISFACTION

ABSTRACT Basically, NBC offers different product to customers which in one way or the other leads to the satisfaction of the desires of the customers. Some objectives of this study are; ·     To find out the role of segmentation in the marketing of NBC Plc products. ·   To find out if market segmentation of NBC Plc leads to increase customers patronage. Based on the above objectives, the researchers used ...

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SERVICE DELIVERY AND CUSTOMER SATISFACTION IN TERTIARY EDUCATION

TABLE OF CONTENT Title page Approval page Dedication Acknowledgment Abstract Table of content  CHAPTER ONE 1.0   INTRODUCTION  1.1        Background of the study 1.2        Statement of problem 1.3        Objective of the study 1.4        Research question 1.5          Research hypotheses 1.6        Significance of the study 1.7        Scope and limitation of the study 1.8       Definition of terms 1.9          organization of the study CHAPTER TWO LITERATURE REVIEW 2.1 introduction 2.2 conceptual review 2.3 empirical review CHAPTER THREE 3.0        Research methodology 3.1    sources ...

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THE EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER RETENTION IN THE INSURANCE INDUSTRY IN GHANA THE MEDIATING ROLE OF CUSTOMER SATISFACTION

ABSTRACT Today, there is a fierce competition in the insurance industry in Ghana, and one of the key issues is the company‚Äüs ability to practice effective Customer Relationship Management to achieve customer satisfaction in order to retain its existing customers and look for more. The subject of Customer Relationship Management, Customer Satisfaction and Customer Retention has become a global issue. The study sought to examine the effect of customer relationship ...

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THE EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER RETENTION IN THE INSURANCE INDUSTRY IN NIGERIA: THE MEDIATING ROLE OF CUSTOMER SATISFACTION

ABSTRACT Today, there is a fierce competition in the insurance industry in Nigeria, and one of the key issues is the company‚Äüs ability to practice effective Customer Relationship Management to achieve customer satisfaction in order to retain its existing customers and look for more. The subject of Customer Relationship Management, Customer Satisfaction and Customer Retention has become a global issue. The study sought to examine the effect of customer relationship ...

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IMPACT OF ELECTRONIC BANKING ON CUSTOMER SATISFACTION

CHAPTER ONE INTRODUCTION  1.1        Background of the study 1.2        Statement of problem 1.3        Objective of the study 1.4        Research Hypotheses 1.5        Significance of the study 1.6        Scope and limitation of the study 1.7       Definition of terms 1.8       Organization of the study CHAPETR TWO 2.0   LITERATURE REVIEW CHAPETR THREE 3.0        Research methodology 3.1    sources of data collection 3.3        Population of the study 3.4        Sampling and sampling distribution 3.5        Validation of research instrument 3.6        Method of data analysis CHAPTER FOUR DATA PRESENTATION AND ...

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CUSTOMER SATISFACTION AND ITS IMPLICATION ON BANKS PERFORMANCE IN NIGERIA

ABSTRACT Satisfaction is the customer’s evaluation of a product or service in terms of whether that product or serve has met their needs and expectations. Happy and satisfied customers behave in a positive manner. However, almost every Nigerian banks encounters similar problems in meeting customer’s expectation of services and customer satisfaction. It is against this backdrop that this study tries to evaluate customer’s satisfaction and its implication on banks performance ...

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CUSTOMER SATISFACTION AND ITS IMPLICATION ON BANKS PERFORMANCE IN NIGERIA

ABSTRACT Satisfaction is the customer’s evaluation of a product or service in terms of whether that product or serve has met their needs and expectations. Happy and satisfied customers behave in a positive manner. However, almost every Nigerian banks encounters similar problems in meeting customer’s expectation of services and customer satisfaction. It is against this backdrop that this study tries to evaluate customer’s satisfaction and its implication on banks performance ...

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BANK CHARGES AND CUSTOMER SATISFACTION IN THE NIGERIA BANKING SECTOR

CHAPETR ONE INTRODUCTION  1.1        Background of the study 1.2        Statement of problem 1.3        Objective of the study 1.4        Research Hypotheses 1.5        Significance of the study 1.6        Scope and limitation of the study 1.7       Definition of terms 1.8       Organization of the study CHAPETR TWO 2.0   LITERATURE REVIEW CHAPETR THREE 3.0        Research methodology 3.1    sources of data collection 3.3        Population of the study 3.4        Sampling and sampling distribution 3.5        Validation of research instrument 3.6        Method of data analysis CHAPTER FOUR DATA PRESENTATION AND ...

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