Bank-Customer Relations and Customer Satisfaction in Deposit Money Banks in Kogi State, Nigeria

Abstract

The study was conducted to investigate the effects of Bank-customer relations practices on customer’s satisfaction in selected banks in Kogi State. The objective of the study was to examine the nature of relationship that exists between deposit money banks’ relations management practices and customers’ satisfaction in the selected deposit money banks in Kogi State. To achieve this objective, the study adopted a survey research design and data were gathered through primary sources. The primary data were collected from customers of the banks through questionnaire. The population of the study was the entire customers of the selected banks in Kogi State from which a sample of 246 was drawn using Topman statistical formula. Thus, questionnaire was designed in 5 points likert- scale and administered on the target respondents. Data gathered were analyzed through descriptive statistics in which case charts, tables, percentages and mean scores and standard deviation were employed and simple linear regression was used to test the hypotheses formulated for the study. Premised on the data analyzed, it was found that there is a significant positive effect of bank- customer relations management practices and customers’ satisfaction. Anchored on the finding, the study recommended that deposit money banks should invest in training and re-training of their staff on how to build a lasting relationship with customers so as to increase customer satisfaction.