THE ROLE OF CUSTOMER'S COMPLAINTS MANAGEMENT IN SALES PERFORMANCE IN THE BANKING INDUSTRY (A STUDY OF FIRST BANK ASABA DELTA STATE)
Abstract
BSTRACT
This paper aims to evaluate the role of customers' complaints management in sales
performance in the banking industry (A study of fist bank Asaba Delta State).
Customers exception in the post consolidation era of the Nigeria banking sector is
very high. This gives ground to the sell of that the movement has forced out
armature and unprofessional banks and left only those ones which are able to
compete in both domestic and world market. However, recently, a number of the
Nigeria banks have fallen victims of this expectation. This study has contributed to
knowledge by providing relevant information to performance. This study has
contributed to knowledge by providing relevant information to financial
institutions on how to boost sales performance. The study covers four first bank
branches Asaba Delta State customer's were chosen in the present study given the
need to explore to explore the relationship between complaint management and
marketing performance from the lenses of bank customer. The study was delimited to the following scope of the study. The study is to be carried out among the staff of
four first bank branches Asaba, Delta State. In this study, Data were collected
from the bank staff by using questionnaires, each respondents answered question
according to his/her understanding towards the problem. As a result of the
inability of the researcher to effectively study the while population strength, a
representative number was chosen as the sample size population, 110 respondents
was used as sample size. Data was collected from primary and secondary sources
primary data was obtained through questionnaire and personal interviews with the
respondents. Tables and simple percentage was used as technique of analyzing the
research questions. Findings from the study revealed that there is a significant
correlation lodgment (accessibility) and sales performance in the banking industry
that poor complaint handling procedures can to a great extent damage compaпy
customer relationship and lead to customer dissatisfaction that swift response to
customer complaints (responsiveness) has significantly affect sales performance of
first bank Asaba.
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