Service Recovery and Customer Retention among Banks in Ekiti State: Central Bank of Nigeria Cash Swap Policy Experience
Oguntuase Taiwo,
Dr. Alase Peter. O,
Ajibade Aduragbemi A
Abstract:The study identified service recovery and the level of retention among bank customers in Ekiti State, Nigeria. The study embraced a descriptive survey research. Customers of eight banks like Access Bank, First Bank, Zenith Bank, GTco, Eco Bank, Wema Bank, Heritage Bank and UBA constituted the study population. Two hundred and forty (240) sample size through simple random sampling was employed. Primary data through administration of structured questionnaire to customers of the aforementioned eight banks in Ekit… Show more
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