- The Complete Research Material is averagely 80 pages long and it is in Ms Word Format, it has 1 - 5 Chapters.
- Major Attributes are Questionnaire, Data Analysis,Abstract.
- Study Level: BTech, BSc, BEng, BA, HND, ND or NCE.
- Full Access Fee: ₦6,000
Get the complete project »
CHAPTER ONE
1.1
1.2 STATEMENT OF THE PROBLEM
There is keen competition among first bank geographical area of this study as a result of environmental changes [especially, technological changes and the first bank induced consolidation]. The bank are in strong contention to outwit one another in the market place. In this business warfare, most of the banks. Claimed to have adopted and deployed various strategies to have competition advantage one of such strategy is customer relationship marketing and customer retention.
Very little attention have unit recent time been paid to the concept of C∙R∙M in the banking industry in Nigeria this may be due to fact the concept is gradually trickling towards this parts of the globe and especially the banking industry therefore, importance question such as how does empathy parctised in the banking sector in Nigeria? How does bonding impact customer retention? How does trust lead to customer relationship? Or how does promise result to competitive advantage. These unanswered question have left a huge gap in interative concerning customer relationship marketing in the banking sector.
In practical sense, the study see a problem in relation to how customer are served in the banking sector. Does guarantee trust bank adequately relate with its customers in order to increase market share? What extral effort does the bank make to retain its customer? This study is undertaken to verify whether C∙R∙M strategy increase customer relation of bank in the banking industry within the area of the study.
1∙3 OBJECTIVES OF THE STUDY
The General Objectives of this Study is to find out The Impact of Customer Relationship marketing on customer retention, Other Specific Objectives Are;
- Examine the impact of promise fulfillment on customer patronage.
- Determine how trust in relationship marketing effect customer revisit intention.
- Determine the role of bounding on customer life time-value.
- Examine how empathy improved customer relation.
1∙4 RESEARCH QUESTION
This Study Will Be Gulided By The Following Research Question;
- To what extent can promise fulfillment lead to customer patronage.
- How does trust in relationship marketing effect customer revisit intention.
- To what extent does bonding determine customer life time-value.
- How empathy improved customer retention.
1∙5 HYPOTHESIS
This Study Is Based On The Following Testable Hypothesis;
Hо1 : Promise fulfillment has no statistical significance customer patronage.
Hо2: Trust in relationship marketing has no statistical significance effect in customer revisit intention.
Hо3: Bonding has no statistical significance relationship with improve customer life-time value.
Hо4: Empathy has no statiscal significance in improved customer relation.
1.6 SCOPE OF THE STUDY
This study is carried out within Asaba metropolis this is where the organization selected for the study is situated. The study forcus on the banking industry in general and guarantee trust bank (GTB) in particular. The sampling object or population element used in the study are employees, manager, customer and other stakeholder these categories are able to identify and ascertain the impact of customer relationship on customer retention the adoption indicators in the study include trust, empathy, promise fulfillment and bonding others ones can be used in other studies but these would make for easy measurement of customer retention.
1∙7 SIGNIFICANCE OF THE SUTDY
The benefit to study a sound C∙R∙M in the banking industry of developing countries like Nigeria cannot be over. Emphasize C∙R∙M has been seen to be the most importance competitive weapon to boost market retention of organization. This study is aimed at adding to the existing body of knowledge in the area of C∙R∙M, and also aid fellow student and researcher, teacher and principal persons in the area of marketing in future research work also this research work would improve the knowledge of the managers, supervisors as well as the respondent as it has potential of widerning their horizon in modern business operation for profitability and continuity.
To general public, this research work would restore credibility and confidence in banking activities and in banking with banks.
To company′s management, it will assist them in their formulation and implementation of strategies aimed at satisfying customer.
You either get what you want or your money back. T&C Apply
You can find more project topics easily, just search
-
SIMILAR MARKETING FINAL YEAR PROJECT RESEARCH TOPICS
-
1. THE RELEVANCE OF PACKAGING ON THE MARKETING PERFORMANCE OF A MANUFACTURING FIRM
» CHAPTER ONE INTRODUCTION 1.1 BACKGROUND OF THE STUDY In nowadays competitive marketing environment the role of package has changed due to increasing s...Continue Reading »Item Type & Format: Project Material - Ms Word | 52 pages | Instant Download | Chapter 1-5 | MARKETING DEPARTMENT
-
2. THE IMPACT OF ADVERTISING ON THE SALES VOLUME OF AN ORGANIZATION
» CHAPTER ONE INTRODUCTION 1.1 BACKGROUND OF THE STUDY Advertising is a tool which is used to communicate message to consumers, the general public and s...Continue Reading »Item Type & Format: Project Material - Ms Word | 52 pages | Instant Download | Chapter 1-5 | MARKETING DEPARTMENT
-
3. APPRAISAL OF THE DISTRIBUTION SYSTEM OF MADE IN NIGERIAN PAINTS (A STUDY OF THREE SELECTED PAINTS MANUFACTURING COMPANIES IN ONITSHA)
» CHAPTER ONE 1.0 Introduction 1.1 Background of the Study The distribution function is one of the marketing variables in the marketing mix. It is there...Continue Reading »Item Type & Format: Project Material - Ms Word | 89 pages | Instant Download | Chapter 1-5 | MARKETING DEPARTMENT
-
4. ATTITUDE OF CONSUMERS TOWARDS MADE IN NIGERIA PRODUCTS. (A STUDY OF FOOTWEAR PRODUCTS IN THE LAGOS METROPOLIS)
» CHAPTER ONE 1.1 BACKGROUND OF THE STUDY Nigeria is facing economic recession which became noticeable in the early eighties. This is aggravated by the ...Continue Reading »Item Type & Format: Project Material - Ms Word | 80 pages | Instant Download | Chapter 1-5 | MARKETING DEPARTMENT
-
5. ASSESSING THE LEVERAGE EFFECT OF E-MARKETING ON PERFORMANCE OF COMMERCIAL BANKS
» CHAPTER ONE 1.1 ... 1.2 STATEMENT OF PROBLEM Marketing is about identifying and meeting human needs profitably (Kotler and Keller, 2004). Making the r...Continue Reading »Item Type & Format: Project Material - Ms Word | 55 pages | Instant Download | Chapter 1-5 | MARKETING DEPARTMENT
-
6. THE IMPACT OF MARKETING STRATEGY ON THE PRODUCTIVITY OF AN ORGANIZATION: A CASE STUDY OF FIRST BANK NIGERIA PLC
» The article on this topic (the impact of marketing strategy on the productivity of an organization) is an extract from the complete project material. ...Continue Reading »Item Type & Format: Project Material - Ms Word | 72 pages | Instant Download | Chapter 1-5 | MARKETING DEPARTMENT
-
7. CUSTOMER PROTECTION POLICY (A CASE STUDY OF THE CUSTOMER PROTECTION POLICY OF THE NIGERIA STOCK EXCHANGE FOR INVESTORS IN THE NIGERIAN CAPITAL MARKET...
» INTRODUCTION In his first Consumer address to the United States Congress in America in 1962, the then American President, J. F. Kennedy, spelt out fou...Continue Reading »Item Type & Format: Project Material - Ms Word | 110 pages | Instant Download | Chapter 1-5 | MARKETING DEPARTMENT
-
8. EFFECT OF PERDONAL SELLING ON SALES VOLUME OF SOFT DR INK IN UYO METROPOLIS ( A CASE STUDY COCA COLA NIGERIA LIMITED)
» Abstract A lot of beverages manufacturing companies in Nigeria are suffering from the piling up of unsold stocks. In recent years, Nigeria witnessed s...Continue Reading »Item Type & Format: Project Material - Ms Word | 52 pages | Instant Download | Chapter 1-5 | MARKETING DEPARTMENT
-
9. THE IMPACT OF PRODUCT DIFFERENTIATION STRATEGY ON SALES PERFORMANCE OF COMMUNICATION FIRM
» ABSTRACT The purpose of this study is to highlight the strategy on how different product enhance sales performance in communication industries especia...Continue Reading »Item Type & Format: Project Material - Ms Word | 51 pages | Instant Download | Chapter 1-5 | MARKETING DEPARTMENT
-
10. MARKETING RESEARCH AS A TOOL FOR INCREASED PROFITABILITY (A CASE STUDY OF NIGERIAN BOTTLING COMPANY ENUGU)
» ABSTRACT This project work is meant to examine marketing research as a tool for increased profitability. A case study of Nigerian Bottling Company Enu...Continue Reading »Item Type & Format: Project Material - Ms Word | 70 pages | Instant Download | Chapter 1-5 | MARKETING DEPARTMENT