CUSTOMER SERVICE QUALITY AND CORPORATE PERFORMANCE IN THE BANKING SECTOR IN PORT HARCOURT
Abstract
The focus of this paper was to explore the relationship between customer service quality and corporate performance in the Banking sector in Port Harcourt. We carried out a descriptive study involving survey design. Empirical, theoretical and conceptual literatures were extensively reviewed. 105 copies of questionnaire were distributed to capture relevant information from respondents comprising top level management staff of the 21 money deposit banks in Port Harcourt. Data collected were analyzed using Spearman’s correlation coefficient and the regression analysis with the aid of SPSS version 20.0. It was concluded that Customer Service Quality significantly influenced Corporate Performance in the Banking Sector in Port Harcourt. Based on the conclusion, we recommended that the banks in Port Harcourt should always provide quality and friendly customer service so as to enhance corporate performance.References
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Winer, R.S. (2001). A framework for customer relationship management. California management review, 43(4) (summer) 99.
Akyus & Kette (1991).Banking sector reforms and bank consolidation: conceptual framework. CBN Bullion, 29(2), 2-10.
Berry, L.L. (1995). Relationship marketing of service: Growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 22(4), 236-245.
Berry, L.L., Seiders, K. & Grewal, D. (2002).Understanding Service Convenience. Journal of Marketing.66(3), 1-17.
Bowen, J. & Chen, S. (2001). The relationship between customer loyalty customer satisfactions. International Journal of Contemporary Hospitality Management, 13(5), 213-217.
Brown, S.W. & Swartz, T. (1989).A gap analysis of professional service quality. Journal of marketing, 53(2), 92–8.
Caruana, A. (2002). Service quality: The effects of service quality and the mediating role of customer satisfaction. European journal of marketing, 36(7/8), 811-828.
Christopher, M., Payne, A. & Ballantyne, D. (1991). Relationship marketing: Bringing quality, customer service and marketing together. Centre for services management, Cranfield, Bedford.
Eggert, A. & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets. Journal of Business and Industrial Marketing.17(2/3), 107-118.
Ezirim, A. & Okon (2010). Dictionary of marketing: Mass communication and allied matters. Owerri: Trust Education Investment Company.
Fill, C. (2009). Marketing communications: Interactivity, communities and content. Essex: Pearson Education Ltd.
Hogan, J.E. et al (2002). Customer equity management charting new directions for the future of marketing. Journal of Service Research, 5(1), 4-12
Kostojohn, S., Johnson, M. & Paulen, B. (2011).CRM Fundamentals. New York: Apress.
Kotler, P. & Armstrong, .G. (2004).Marketing. New Jersey: Prentice–Hall.
Kotler, P. & Keller, K.L. (2007).Marketing management. New York: Prentice–Hall.
Levesque, T.J. & McDougall, G.H.G. (1993). Managing customer satisfaction: The nature of service problems and customer exit, voice and loyalty. Asia pacific Journal of quality management, 2(2), 40-58.
Lombardo, R. (2002). Customer retention: The key to business success. Peak sales consulting. Link:www.peaksalescosulting.comKumar, V. et al. (2006). Managing retailer profitability: One customer at a time. Journal of retailing, 82(4) 227-304.
Lymperopoulos, C. et al. (2006). The importance of service quality in bank selection for mortgage loans. Managing service quality 16(4), 365-379.
Malthouse, E.C. (2013). Segmentation and lifetime value models using SAS®. USA: SAS Institute Inc.,
Mosert, P. & Meyer, C. (2010). Building customer relationship as retention strategy in the south African domestic passenger airline industry. ActaCommercii.
Ogbuji, C.N. (2013). Marketing research. Port Harcourt: African Entrepreneurship and Leadership Initiative.
Ozuru, H.N. & Chikwe, J.E. (2012).Electronic commerce: Information technology and business transformation. Port Harcourt: University of Port Harcourt Press.
Owolabi, S. A. & Makinde, O. G. (2012). The effects of strategic planning on corporate performance in university education: A study of Babcock University. Kuwait Chapter of Arabian Journal of Business and Management Review 2(4), Dec.
Parasuraman, A., Zaithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(Fall), 41-50 www.hrmars.com/journals.
Parasuraman, A., Zaithaml, V.A. & Berry, L.L. (1988). SERVQUAL: A Multiple-item for measuring consumer perceptions of service quality. Journal of retailing, 64(1), spring.
Peppers, D. & Rogers, M. (2008).Building equity through the customer experience: What marketers need to know now. Norwalk: Peppers and Rogers group.
Roberts-Lombard, M. (2009). Customer retention strategies implemented by fast-food outlets in the Gauteng, Western Cape and Kwazulu-Natal provinces of South Africa: A focus on something fishy, Nandos and Steers. African Journal of Marketing Management, 1(2), May.
Sahaf, M. A. (2013). Strategic marketing: Making strategic decisions for strategic advantage. Delhi: PHI Learning Pvt. Ltd.
Starzyczna, H. & Pellesova, P. (2007).The awareness level of CRM in Czech production organizations and services. In ActaAcademicakarviniensia, Kervina: ISBN 1212-415X.
Tharau-Hennig, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction and retention. International journal of service industry management 15(5). DOI: 10 1108/09564230410564939.
Velnampy, T. (2013). Corporate governance and firm performance: A Study of Sri Lankan Manufacturing Companies. Journal of Economics and Sustainable Development, 4(3).
Winer, R.S. (2001). A framework for customer relationship management. California management review, 43(4) (summer) 99.
Published
2015-12-01
How to Cite
OGBUJI, Chinedu N; ZORBARI-NWITAMBU, Bright.
CUSTOMER SERVICE QUALITY AND CORPORATE PERFORMANCE IN THE BANKING SECTOR IN PORT HARCOURT.
GOUNI Journal of Management and Social Sciences, [S.l.], v. 3, n. 1, p. 109-117, dec. 2015.
ISSN 2550-7265. Available at: <http://journal.gouni.edu.ng/index.php/fmss/article/view/50>. Date accessed: 06 may 2018.
Issue
Section
Articles
Keywords
Customer Service Quality; Corporate Performance; Banking Sector
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