This paper examines the effect of consumer relationship management (crm) on employee’s performance in the banking sectors, Lagos. The research addresses the major problem associated with the adoption of customer relationship management by Nigerian banks which eventually exposes banks and customers to intense competition.
The study was carried out in Ojo Local Government Area of Lagos State, Nigeria and it was targeted a population of 150 employees and customers of selected banks. Survey research method was used and data from the study were drawn from both primary and secondary sources. A sample size comprising 50 employees and customers were selected using stratified sampling technique and random sampling techniques. Quantitative data from the study was analyzed through descriptive statistics.
Table of Contents
- CHAPTER ONE
- INTRODUCTION
- STATEMENT OF THE PROBLEM
- OBJECTIVES OF THE STUDY
- RESEARCH QUESTIONS
- SIGNIFICANCE OF THE STUDY
- SCOPE OF THE STUDY
- LIMITATIONS OF THE STUDY
- DEFINITION OF TERMS
- CHAPTER TWO
- LITERATURE REVIEW
- CONCEPTUAL FRAMEWORK
- THEORETICAL FRAMEWORK
- CHAPTER THREE
- RESEARCH METHODOLOGY
- RESEARCH DESIGN
- POPULATION OF THE STUDY
- SAMPLE AND SAMPLING TECHNIQUES
- INSTRUMENT FOR DATA COLLECTION
- METHODS OF DATA COLLECTION
- METHODS OF DATA ANALYSIS
- CHAPTER FOUR
- DATA PRESENTATION AND ANALYSIS
- DISCUSSION OF FINDINGS
- CHAPTER FIVE
- SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
Objectives and Key Themes
The primary goal of this study is to explore the impact of customer relationship management (CRM) on employee performance within the banking sector in Lagos, Nigeria. The study aims to understand the effectiveness of CRM in driving profitability, improving customer satisfaction, and ultimately enhancing overall bank performance.
- The influence of CRM on bank performance in Lagos, Nigeria.
- The relationship between CRM and customer satisfaction within the banking industry.
- The role of CRM in increasing profitability and market share for Nigerian banks.
- The significance of customer retention and loyalty in the context of CRM.
- Challenges and strategies for effective CRM implementation in Nigerian banks.
Chapter Summaries
Chapter One provides an introduction to the research topic, outlining the context, problem statement, and objectives of the study. The chapter also defines key terms and discusses the research methodology employed. Chapter Two presents a comprehensive review of relevant literature, providing a theoretical foundation for the study. Chapter Three details the research methodology, including the research design, sampling techniques, data collection instruments, and data analysis methods. Chapter Four presents and analyzes the collected data, providing insights into the relationships between CRM and various performance indicators within the banking sector. The chapter concludes with a discussion of the findings.
Keywords
This study focuses on the crucial concepts of customer relationship management, bank performance, customer satisfaction, profitability, customer retention, and competition within the Nigerian banking sector. The research explores how CRM can be leveraged to enhance employee performance and contribute to the overall success of Nigerian banks. The study addresses the significant challenges posed by the competitive banking landscape in Nigeria and aims to identify effective strategies for implementing CRM to achieve sustainable growth and customer loyalty.
- Quote paper
- Juliet Iwenya (Author), 2021, The Effect of Consumer Relationship Management (CRM) on Employees' Performance in the Banking Sectors, Lagos, Munich, GRIN Verlag, https://www.grin.com/document/1333912
