Improving Customer Satisfaction: An Assessment of a Good Customer Relations in Access Bank Plc, Bodija Ibadan Nigeria.

Abstract

Abstract Author: Agbonyin Christianah Title of the Publication: Improving Customer Satisfaction: An Assessment of Good Customer Relations at Access Bank Plc, Bodija Degree Title: Bachelor of Business Administration, International Business Keywords: customer satisfaction, improvement, customer relationship, customer loyalty The main goal of this study was to reshape the operational posture of Access Bank Plc in Bodija, Nige-ria, shifting it from the conventional transactional approach of banking to a contemporary customer-centered orientation. To do this, the study sought to improve customer satisfaction through good customer relations using Access Bank Plc, located in Bodija, Ibadan, Nigeria, as a case study. The theoretical framework focused on customer satisfaction, as it triggers a good perception of a service or business company. It identified factors that contribute to customer relations and, in turn, produce an excellent perception of a business. The qualitative data were collected from 25 participants, and the findings revealed that good customer relations positively correlate with customer satisfaction. The study identified factors such as a failed or slow network, preferential treatment and service, time, and staff shortages that limit customer satisfaction in the case study bank and affect the customer's perception of the bank. The study concludes by suggesting solutions that would allay the limitations of customer relationship management at Access Bank Plc Bodija.