INFLUENCE OF EMPLOYEE RELATIONS STRATEGIES ON CUSTOMER LOYALTY IN SELECTED DEPOSIT MONEY BANKS IN ENUGU METROPOLIS

https://doi.org/10.5281/zenodo.10103494

Authors

  • Uche-Williams, Florence Department of Business Administration Faculty of Management Sciences, ESUT Business School, Enugu State University of Science and Technology, Enugu
  • Prof. E. U. Okechukwu Department of Business Administration Faculty of Management Sciences, ESUT Business School, Enugu State University of Science and Technology, Enugu

Keywords:

Customer, Employee, Relations, Strategies

Abstract

The study sought to examine the influence of employee relations strategies on customer loyalty in selected Deposit Money Banks in Enugu Metropolis. The specific objective includes to; examine the influence conflict resolution on customers’ loyalty in selected Deposit Money Banks in Enugu Metropolis and ascertain the influence of employee empowerment on customers’ loyalty in selected Deposit Money Banks in Enugu Metropolis. A survey design was adopted for the study. The population of the study comprised all the staff of selected banks in Enugu State metropolis. The sample size of the study comprised 160 staff and 345 customers. Instrument used for data collection was questionnaire. The findings revealed that conflict resolution had a significant positive influence on customers’ loyalty of selected Deposit Money Banks in Enugu Metropolis and employee empowerment had a significant positive influence on customers’ loyalty of selected Deposit Money Banks in Enugu Metropolis. The study concluded that good employee relations in terms of effective conflict resolutions, employee empowerment to customer loyalty in deposit money banks attract more customers. It was recommended that management of banks should continue to render resolution among employees especially when it comes to conflicts issues and bank managers should engage in effective words of encouragement on employee empowerment as a means of seeking their opinions in the affairs of the bank.

Published

2023-11-10

How to Cite

Williams, U. F., & Okechukwu, E. U. (2023). INFLUENCE OF EMPLOYEE RELATIONS STRATEGIES ON CUSTOMER LOYALTY IN SELECTED DEPOSIT MONEY BANKS IN ENUGU METROPOLIS. Interdisciplinary Research Journal of Management and Social Sciences (IRJMSS), 10(4), 26–36. https://doi.org/10.5281/zenodo.10103494

Issue

Vol. 10 No. 4 (2023): October-December

Section

Original Peer Review Articles
Copyright & Licensing

Copyright (c) 2023 Interdisciplinary Research Journal of Management and Social Sciences (IRJMSS)

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

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