The Impact Of Customers Satisfaction And Loyalty In Bank Performance Or In The Service Industry In Nigeria

ABSTRACTThis paper examined the impact of customer satisfaction on customer loyalty. The objectives were: to determine the relationship between customer satisfaction and customer loyalty and to examine the impact of customer satisfaction on customer loyalty.Survey research design was adopted for this study. Primary and secondary sources of data were used. The primary data includes a structured questionnaire used to elicit information from the target respondents who were customers of a reputable bank in Ekiti State, while the secondary data encompass the use of related materials, journals and p…