Obabuike Ikeni Nkpurukwe; Mathias Orisu Igomu, Ruth Amur Saidu3, Linus Mbakwe Nwuju, Dr. Andy Fred Wali
Abstract: The study was carried out using a survey research approach to ascertain the nexus between process management and customer patronage of deposit money banks in Nigeria. The objectives of the study are to determine the associations between process agility and repeat purchase, between on-time-delivery and repeat purchase of deposit money banks in Nigeria; however, with attention to UBA and First Bank. Conveniently, the researchers visited seven branches of each of the banks, administering 7 copies of the questionnaire to employees of the banks. By this, our sample size comprised 98 samples, 92 copies were retrieved, and 88 valid after data clean up. The analysis was done using spearman’s rank-order coefficient, with the aid of the Statistical Package for Social Sciences 21. The results revealed that there is a positive and robust link between process agility and repeat purchase, and between on-time-delivery and repeat purchase. These imply that process management and customer patronage have a secured connection, especially with deposit money banks in Nigeria. We suggest that banks must continue to deliver exceptional services to their teeming customers abreast of service improvement strategies.
[ FULL TEXT PDF 1-10 ] DOI: 10.30566/ijo-bs/2020.28
