By Agbata, Nkemdilim I.
The activities of Nigerian Bank officials especially the commercial
Banks have been criticised by all classes of people in Nigeria. The
accusations range from reckless and arrogant attitudes of the bank staff to
bank indifference to social environments.
For a commercial bank to succeed, it has to be creative and responsive
to its markets' specific needs. This it can' achieve by establishing good
customer relationship marketing. It is against this background and in a bid
to give room for an effective bank retailing management that the researcher
took the challenge of carrying out this research work.
In carrying out the work, four research questions were posed and three
hypotheses formulated to guide the study. The objective of the work was to
determine if the commercial banks are under-staffed and also to find out to
what extent they have applied information technology in their operations.
The study was limited to the commercial banks in Enugu urban. A
survey method was used for the data collection with secondary data playing a
supplementary role. A total of 398 customers from these banks were sampled
with 227 staff members of these banks.
Two questionnaires were prepared for the staff and customers. The
answers to the questions were analysed using tables and charts. Three
hypotheses were formulated and were tested using the chi-square method.
At the end, some findings and recommendations were made for the
improvement of good customer relationship in our commercial banks.