Effective customer service: A tool for client retention among stock broking firms in Nigeria

@inproceedings{Bassey2013EffectiveCS,
  title={Effective customer service: A tool for client retention among stock broking firms in Nigeria},
  author={Bassey and Nsikan Edet and Okon and Ubokudom Etim and Umorok and Umo Etesin},
  year={2013}
}
  • Bassey, Nsikan Edet, +3 authors Umo Etesin
  • Published 2013
  • Economics
  • The paper examines the various customer retention measurement metrics and constructs, using concepts of customer service, customer satisfaction, behavioral intention and employee satisfaction. Pearson product moment correlation coefficient, t and F statistics were used to test the hypotheses formulated based on information received from 164 respondents (clients) patronizing four Stock broking firms in Cross River State, Nigeria. Simple percentages were also used to analyze the socioeconomic… CONTINUE READING

    Create an AI-powered research feed to stay up to date with new papers like this posted to ArXiv

    References

    Publications referenced by this paper.
    SHOWING 1-10 OF 24 REFERENCES

    LEARNING FROM CUSTOMER DEFECTIONS

    VIEW 9 EXCERPTS
    HIGHLY INFLUENTIAL

    The one number you need to grow.

    VIEW 2 EXCERPTS

    Electronic Commence.” A Managerial Perspective,

    • E Turban
    • Printice Hall,
    • 2002
    VIEW 1 EXCERPT

    ’Employee loyalty around the Globe’

    • JS Katherine
    • Slogan Manage. Rev., January.
    • 2001
    VIEW 1 EXCERPT

    Utilizing employee opinion survey

    • J. Mark
    • Corporate leadership Council
    • 1998