Retention of Deposit Money Bank Customers' Loyalty Through Technological Driven Service Delivery: Evidence from Enugu North Senatorial District, Enugu, Nigeria

Globally, the increasing engagement in technological service delivery is over whelming especially in Banking Industry. This study explores the effect of technological service delivery on retention of loyalty of deposit money Bank customers. Specifically to establish whether; internet Banking, Mobile Banking and ATM has significant positive effect on deposit money Bank customers’ loyalty retention. 255 respondents made up staff and customers of First Bank of Nigeria Plc and Access Bank participated in the study. Questionnaire was used to elicit relevant data from the respondents. After the analysis of data and test of hypotheses formulated for the study, it was found that; internet Banking, mobile Banking and ATM Services has significant positive effect on customers’ loyalty retention. The researcher concluded that technological service delivery leads to customer loyalty and loyalty retention. It was recommended that Banks should leverage on the technological services so as to gain customer loyalty, retention and competitive advantage.

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APA

Hubs, H., Okechukwu, A & Abdullahi, M (2021). Retention of Deposit Money Bank Customers' Loyalty Through Technological Driven Service Delivery: Evidence from Enugu North Senatorial District, Enugu, Nigeria. Afribary. Retrieved from https://afribary.com/works/retention-of-deposit-money-bank-customers-loyalty-through-technological-driven-service-delivery-evidence-from-enugu-north-senatorial-district-enugunigeria

MLA 8th

Hubs, Hkay, et. al. "Retention of Deposit Money Bank Customers' Loyalty Through Technological Driven Service Delivery: Evidence from Enugu North Senatorial District, Enugu, Nigeria" Afribary. Afribary, 11 Dec. 2021, https://afribary.com/works/retention-of-deposit-money-bank-customers-loyalty-through-technological-driven-service-delivery-evidence-from-enugu-north-senatorial-district-enugunigeria. Accessed 20 Jun. 2024.

MLA7

Hubs, Hkay, Abugu Okechukwu and Musa Abdullahi . "Retention of Deposit Money Bank Customers' Loyalty Through Technological Driven Service Delivery: Evidence from Enugu North Senatorial District, Enugu, Nigeria". Afribary, Afribary, 11 Dec. 2021. Web. 20 Jun. 2024. < https://afribary.com/works/retention-of-deposit-money-bank-customers-loyalty-through-technological-driven-service-delivery-evidence-from-enugu-north-senatorial-district-enugunigeria >.

Chicago

Hubs, Hkay, Abugu Okechukwu and Musa Abdullahi . "Retention of Deposit Money Bank Customers' Loyalty Through Technological Driven Service Delivery: Evidence from Enugu North Senatorial District, Enugu, Nigeria" Afribary (2021). Accessed June 20, 2024. https://afribary.com/works/retention-of-deposit-money-bank-customers-loyalty-through-technological-driven-service-delivery-evidence-from-enugu-north-senatorial-district-enugunigeria