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Customer Relationship Management and Its Impact on Banking System Operations in Nigeria
Subject area: Management and Commerce · Area of research: Banking Sector
DOI: https://doi.org/10.64388/IREV9I7-1713413
Abstract
The advent of technology and incorporating it into business has brought about embracing software such as enterprise applications to boost business effectiveness and efficiency. Customer Relationship Management involves interacting with customer and focusing on customer so as to build, retain and maintain relationship. The level at which technology is on the increase have a significant positive impact to the banking system but is challenging when the technology is not properly implemented whereby the technology is not aligned with the business strategy. The study aimed to analyze the impact of customer relationship management in the banking system operations the case of First bank, Nigeria. Quantitative research techniques were used to analyze the impact of Customer Relationship Management in the banking system operations in which questionnaires were administered to both bank staff and its customer. The data collected were analyzed using statistical package for social sciences, analyzing using frequency, correlation, and regression analysis using linear regression. The correlation coefficient states clearly indicating that there is a positive relationship between Customer Relationship Management and customer satisfaction in the case of increased effective operations. Regression analysis states that Customer Relationship Management has 51.6 % impact on customer satisfaction and customer Relationship Management has 53.7% impact on increased effective operations.
Keywords
Customer Relationship, Management, Satisfaction, Banking System.
How to cite this paper
@article{1713413,
author = {Felix Francis, Zirra, Clifford Tizhe Oaya (PhD)},
title = {Customer Relationship Management and Its Impact on Banking System Operations in Nigeria},
journal = {Iconic Research And Engineering Journals},
year = {2026},
volume = {9},
number = {7},
pages = {584-592},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1713413.pdf},
abstract = {The advent of technology and incorporating it into business has brought about embracing software such as enterprise applications to boost business effectiveness and efficiency. Customer Relationship Management involves interacting with customer and focusing on customer so as to build, retain and maintain relationship. The level at which technology is on the increase have a significant positive impact to the banking system but is challenging when the technology is not properly implemented whereby the technology is not aligned with the business strategy. The study aimed to analyze the impact of customer relationship management in the banking system operations the case of First bank, Nigeria. Quantitative research techniques were used to analyze the impact of Customer Relationship Management in the banking system operations in which questionnaires were administered to both bank staff and its customer. The data collected were analyzed using statistical package for social sciences, analyzing using frequency, correlation, and regression analysis using linear regression. The correlation coefficient states clearly indicating that there is a positive relationship between Customer Relationship Management and customer satisfaction in the case of increased effective operations. Regression analysis states that Customer Relationship Management has 51.6 % impact on customer satisfaction and customer Relationship Management has 53.7% impact on increased effective operations.},
keywords = {Customer Relationship, Management, Satisfaction, Banking System.},
month = {January},
doi = {https://doi.org/10.64388/IREV9I7-1713413}
}