ASSESSMENT OF BANKER-CUSTOMER RELATIONSHIP AND SATISFACTION IN THE NIGERIAN BANKING INDUSTRY (A STUDY OF ECOBANK NIGERIA PLC, ABA)
Abstract
ABSTRACT
The banking industry plays a critical role in economic development, serving as a bridge between savers and investors. In recent years, increasing competition and technological advancement have compelled banks to prioritize customer satisfaction and relationship management. This study assesses the banker-customer relationship and its influence on customer satisfaction in the Nigerian banking sector, using Ecobank Nigeria Plc, Aba, as a case study.
The research adopts a descriptive survey design, utilizing both primary and secondary data. Questionnaires were administered to customers and bank staff, while relevant literature provided theoretical support. The findings reveal that effective communication, trust, service quality, and responsiveness significantly influence customer satisfaction. However, issues such as long waiting time, poor complaint handling, and inconsistent service delivery were identified as challenges.
The study concludes that a strong banker-customer relationship enhances customer satisfaction, loyalty, and retention. It recommends improved staff training, adoption of customer-centric strategies, and continuous feedback mechanisms to strengthen banking relationships.
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