THE INFLUENCE OF RELATIONSHIP MARKETING ON CUSTOMERS PATRONAGE OF ZENITH BANK PLC, NNEWI

THE INFLUENCE OF RELATIONSHIP MARKETING ON CUSTOMERS PATRONAGE OF ZENITH BANK PLC, NNEWI

ABSTRACT

The competitive nature of our capitalist economy has obviously necessitated the application of certain techniques by banks in a bid to sustain customer patronage, remain in business and outwit competitors. Herein lies the substance of relationship as a communication, marketing and public relations technique aimed at sustaining customers’ patronage. On this note therefore, this study among others, examines the influence of relationship marketing in customers’ patronage of banks with focus on Zenith bank Nnewi branch. For the purpose of this study, the survey research design was used to study a representative size of the population total of 371 sample size was studied from a target population of 1,452 which is the population of academic staff of College of Health Sciences Nnewi campus and a target population of 2568 business men of which 200 were studied. Similarly a sample of 6 was purposely selected from a total number of 30 Zenith bank staff of Nnewi branch. Questions designed in the Likert Scale Format was used as major instrument for the collection of data while mean score was pused for the analysis of the research data. Findings revealed that zenith bank Nnewi branch regularly carried out various relationship efforts in line with the socio- cultural norms of the people of Nnewi and this has translated to positive influence on patronage by its customers. The study therefore concludes that such relationship marketing efforts underscores why College of Health Sciences Nnewi Campus of Nnamdi Azikiwe University Awka still retains Zenith bank as their official banks without staff members agitating for a change of bank. The study revealed also that the business men accepted the relationship marketing of the Zenith Bank. Deriving from this therefore, the study recommends that Zenith bank PLC should increase the community social responsibility efforts for a steady long term relationship marketing and patronage in line with the focus of relationship marketing.