Exploring Customers Dissatisfaction And Its Impact On Customers Lifetime Loyalty In The Nigerian Banking Sector (a Study Of Selected Bank Customers In Lagos State)

ABSTRACT Customer satisfaction has emerged as a major area of concern for researchers, theorists and managers in organisations due to its importance. Every organization thus endeavours to ensure customer satisfaction in order to gain the loyalty of their customers. Therefore, the study examined the impact of customer satisfaction on customer loyalty in the Nigerian banking sector. 120 questionnaires were distributed while 110 questionnaires were analyzed. The data was analyzed using statistical package for social sciences while the hypotheses were tested using correlation analysis. From the fi…