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The impact of customer relationship management systems in the banking operations: The case of Zenith bank, Nigeria/ Labaran Isıaku; Supervisor: Musbah Aqel by Dil: İngilizce
Yayın ayrıntıları:Nicosia: Cyprus International University, 2020
Tez notu: ABSTRACT
Due to the intense competition in the banking sector, where the strategic battle to gain greater market share and retain as many customers as possible is constantly being driven, and taking into account the poorly products and services provided by the banks, effective customer relationship management is a critical tool towards achieving positive business outcomes. In context to this research, it will address the Impact of Customer Relationship Management Systems in the banking operations; a case study of Zenith Bank Nigeria. The research implemented a quantitative survey where structured questionnaires related to impact of Customer Relationship Management Systems on cost reduction, timely delivery, customers satisfaction and retention, effective daily operation, customers security, are randomly distributed to the staffs and customers of Zenith Bank Plc. The information gathered from the study was then evaluated by using (SPSS) to statistically analyze the data, using descriptive statistics, frequencies, correlation and regression analysis to analyze the linear regression. The logic behind descriptive statistics is to statistically evaluate demographic variables of the study, while the logic behind regression analysis is to examine the relationship between the collected data and correlation coefficient to know the impact or strength of the variables. The outcome of the research point out that if the banks will give adequate attention to customer relationship management systems, the processes can maximize profitability, increases customer satisfaction and loyalty at the same time improves organizational efficiency.
Keywords: customer relationship management Systems, banking operation, information technology, information systems, cost reduction, organizational efficiency, customer loyalty, customer satisfaction, customer retention, banks, Nigeria.
Kullanılabilirlik: Ödünç verilebilen materyaller: CIU LIBRARY (1)Yer numarası:YL 1736 I85 2020.
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