Guaranty Trust Bank: Customer Satisfaction And Loyal

830 Words4 Pages

CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
5.1 SUMMARY
This study was set out to investigate the perceived influence of customer relations activities of Guaranty Trust Bank on customer’s patronage. This research tried to find out if customer relations activities influence customer’s patronage, satisfaction and loyalty. The customer relations department of an organization is undeniably a very important department in an organization because the focus is on the customers of such organization.
Relevant literature was reviewed in the area of customer patronage, satisfaction, management and loyalty and system theory formed a strong theoretical basis for the study. The various literatures revealed that organizations are faced with competition …show more content…

A satisfied customer tends to be loyal customer. Organizations should learn how to manage the relationship between them and their customers. Customer relationship management is very important because it helps in retaining the existing customers.

5.3 RECOMMENDATIONS
Every organization whether large or small, needs to employ customer relations in their business activities. After the study I came up with the following recommendations and they goes thus:
1. Every organization should have customer relations department. This department will ensure that the needs of customers are met and it will also ensure that customers are satisfied with the services rendered. They will also ensure that there is a regular interaction with the customers.
2. Customer should be the center of every business organization, that is, the customer should be put in to consideration in every decision making and policy. This is because customers are the life wire of every organization, no organization exist without customers.
3. Organizations should render quality services to the customer because customers want to get value for their hard earned money. Service quality leads to satisfaction and thereby leading to repeat purchase or

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