THE EFFECT OF BANKER-CUSTOMER RELATIONSHIP ON THE PROFITABILITY OF BANKS IN NIGERIA (A CASE STUDY OF ZENITH BANK PLC, ASABA)
Abstract
This study examined the effect of banker-customer relationship on the profitability of banks in Nigeria, using Zenith Bank, Asaba as a case study. The study adopted a Chi-Square research design method. Data were analyzed using frequency tables and percentages. These statistical tools were used because they were suitable means of analyzing the generated data, while the hypothesis was tested using the Chi-square method. The research also made use of primary methods of data collection, which included questionnaires and personal interviews. Also, the secondary method of data collection used was obtained from official documents of the bank and various desktop books on computerized accounting systems, accounting journals, and textbooks. Based on the findings, the researcher recommends that banks should prioritize customer service training for staff to enhance relationships and customer satisfaction.
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