Keywords
Customer relationship management
Customers satisfaction
Customer retention
How to Cite
Abstract
This study investigated the public perception of the customer relations practices for sustainable patronage in Access and Polaris banks in Port Harcourt. The main objective of the study was to find out customer perception of the customer relations practices of Access and Polaris banks in Port Harcourt. Survey was adopted for the study. The sample size was 384, determined by the use of Raosoft online sample size calculator. Purposive and Accidental sampling techniques were used to select the banks and respondents from the population. Questionnaire was used to elicit responses from the Access and Polaris bank customers in Port Harcourt. Findings of the study showed that customers perceive the bank staff of both Access and Polaris banks as having a warm and friendly attitude. There is good perception for provision of quick and efficient services as well as provision of regular update on customer bank account transactions. However, customers do not hold a favourable disposition towards provision of information about their bank services and new services that emerge in the banks. The study concludes that Good staff attitude to customers, effective bank-customer communication and efficient provision of information and quality services to the customer as and at when due are basic factors that should remain an utmost priority in both Access and Polaris banks in order to attain sustainable customer patronage. The study recommended that the banks should work on the lapses in service delivery and conduct a regular review of the various aspects of their customer relations practices.
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