التفاصيل البيبلوغرافية
| العنوان: |
Service Quality and Customer Retention: A Study of Microfinance Customers in Kaduna North Local Government Area, Nigeria |
| المؤلفون: |
Mamman, Aliyu, Olaoye, Ismail Kayode, AbdulRahaman, Abdulrazaq M. |
| المصدر: |
European Journal of Business and Management; Vol 12, No 14 (2020); 37-47 |
| بيانات النشر: |
The International Institute for Science, Technology and Education (IISTE) |
| سنة النشر: |
2020 |
| المجموعة: |
International Institute for Science, Technology and Education (IISTE): E-Journals |
| الوصف: |
The study examined the effect of aspects of service quality (Tangibility, Reliability, Responsiveness, Assurance and Empathy) on customer retention among customers of Microfinance Banks (MFBs) in Kaduna North Local Government Area. Data was collected by means of a questionnaire administered on the 378 sampled respondents in the study area with a total population of 25,000 customers. Area random sampling technique was used in the selection of sample subjects across the local government area. Descriptive statistics in the form of frequency and percentage was used to analyze the demographic data about the respondents. Inferential statistics in the form of multiple regressions was used to determine the effect of service quality on customer retention in MFBs. The findings of the study reveal that among the aspects of service quality, empathy has the highest effect on customer retention in MFBs. Based on the finding, it is recommended that the various Managements of the MFBs in the study area should pay much attention on aspects of empathy comprising individualized attention, show of care, show of respect, show of love and friendliness to customers by staff of the MFBs. Keywords: Service Quality, Customer retention and Microfinance banks. DOI:10.7176/EJBM/12-14-04 Publication date:May 31st 2020 |
| نوع الوثيقة: |
article in journal/newspaper |
| وصف الملف: |
application/pdf |
| اللغة: |
English |
| Relation: |
https://www.iiste.org/Journals/index.php/EJBM/article/view/52874/54633; https://www.iiste.org/Journals/index.php/EJBM/article/view/52874 |
| الاتاحة: |
https://www.iiste.org/Journals/index.php/EJBM/article/view/52874 |
| Rights: |
Submission of an article implies that the work described has not been published previously (except in the form of an abstract or as part of a published lecture or academic thesis), that it is not under consideration for publication elsewhere, that its publication is approved by all authors and tacitly or explicitly by the responsible authorities where the work was carried out, and that, if accepted, will not be published elsewhere in the same form, in English or in any other language, without the written consent of the Publisher. The Editors reserve the right to edit or otherwise alter all contributions, but authors will receive proofs for approval before publication. Copyrights for articles published are retained by the authors, with first publication rights granted to the journal. The journal/publisher is not responsible for subsequent uses of the work. It is the author's responsibility to bring an infringement action if so desired by the author. |
| رقم الانضمام: |
edsbas.221F567 |
| قاعدة البيانات: |
BASE |