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VOL. 11, ISSUE 10 (2025)
Strategic Planning and Customer Satisfaction in Access Bank Plc Makurdi Benue State Nigeria
Authors
Chizoba, Violiet Chigbo, T J Hanmaikyur, S I Ucherwuhe
Abstract
This study examined the effect of Strategic Planning on Customer
Satisfaction in Access Bank Makurdi Benue State Nigeria using primary data. The
specific objectives were to evaluate the effect of setting objectives on
customer satisfaction in of Access Bank Makurdi; assess the effect of budgetary
allocations on customer satisfaction, determine the effect of organization
structure on customer satisfaction and ascertain the effect of performance
reviews on customer satisfaction of Access Bank Makurdi. The research adopted
survey research design to generate the primary data using questionnaire. The
study used a sample size of 398 respondents comprising of staff and customers
of Access Bank. Statistical Package for Social Sciences (SPSS) version 25.0 was
used in analyzing the data at 0.05 level of significance. The result showed
Setting Objectives has significant positive effect on customer satisfaction
(p0.000<0.05), Budgetary allocation has significant positive effect on
customer satisfaction (p0.001<0.05), Organization Structure has significant
positive effect on customer satisfaction (p0.003<0.05), Performance Review
has significant positive effect on customer satisfaction (p0.000<0.05).The
study recommended that Banks should adopt goal setting and monitor employees to
ensure that every goal set for each of them is achieved especially as it
concerns customer satisfaction. This will lead to growth in the banks.
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Pages:29-36
How to cite this article:
Chizoba, Violiet Chigbo, T J Hanmaikyur, S I Ucherwuhe "Strategic Planning and Customer Satisfaction in Access Bank Plc Makurdi Benue State Nigeria". International Journal of Commerce and Management Research, Vol 11, Issue 10, 2025, Pages 29-36
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