IMPACT OF CUSTOMER RETENTION ON ORGANIZATIONAL PERFORMANCE . (A CASE OF GUARANTY TRUST BANK PLC, KWARA STATE POLYTECHNIC BRANCH. ILORIN)
Abstract
ABSTRACT
The study examined the effect of Effect of customer retention on organizational performance
case of Guaranty Trust Bank Plc, Kwara poly, Branch, Ilorin.. Descriptive survey design was
used for the study. Data were collected using copies of questionnaire; sample size was fifty(50).
Analysis of data was carried out using regression. The findings of the results shows that(R
Square) is 0.562 values depicts that effective customer retention has significant effect on
organizational performance in Guaranty Trust Bank Plc, Kwara poly Branch, Ilorin.. This implies
that the proportion of variation in the dependent variable is explained by the regression model.
The study however, concluded that customer retention on organizational performance in
Guaranty Trust Bank Plc, Kwara poly Branch, Ilorin. The study recommended that Nigerian
banks should adopt products and process innovation practice and also, the government should
encourage innovative practice by putting in place a suitable policy that will encourage and
motivate organizations.
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