{"id":"https://openalex.org/W2939733102","doi":"https://doi.org/10.9734/sajsse/2019/v3i230103","title":"Customer Relationship Management Dimensions and Nigerian Banks\u2019 Performance: Evidence from Zenith Bank Plc","display_name":"Customer Relationship Management Dimensions and Nigerian Banks\u2019 Performance: Evidence from Zenith Bank Plc","publication_year":2019,"publication_date":"2019-04-12","ids":{"openalex":"https://openalex.org/W2939733102","doi":"https://doi.org/10.9734/sajsse/2019/v3i230103","mag":"2939733102"},"language":"en","primary_location":{"id":"doi:10.9734/sajsse/2019/v3i230103","doi":"https://doi.org/10.9734/sajsse/2019/v3i230103","is_oa":true,"landing_page_url":"https://doi.org/10.9734/sajsse/2019/v3i230103","pdf_url":null,"source":{"id":"https://openalex.org/S4210175394","display_name":"South Asian Journal of Social Studies and Economics","issn_l":"2581-821X","issn":["2581-821X"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310320855","host_organization_name":"Sciencedomain International","host_organization_lineage":["https://openalex.org/P4310320855"],"host_organization_lineage_names":["Sciencedomain International"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"South Asian Journal of Social Studies and Economics","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.9734/sajsse/2019/v3i230103","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5009758141","display_name":"G. T. Ayo-Oyebiyi","orcid":"https://orcid.org/0000-0002-1431-636X","observed_orcids":["https://orcid.org/0000-0002-1431-636X"]},"institutions":[{"id":"https://openalex.org/I4403386640","display_name":"Osun State Polytechnic, Iree","ror":"https://ror.org/02edbjh06","country_code":"NG","type":"education","lineage":["https://openalex.org/I4403386640"]}],"countries":["NG"],"is_corresponding":false,"raw_author_name":"G. T. Ayo-Oyebiyi","raw_affiliation_strings":["Department of Banking and Finance, Osun State Polytechnic, Iree, Nigeria"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Banking and Finance, Osun State Polytechnic, Iree, Nigeria","institution_ids":["https://openalex.org/I4403386640"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5000269708","display_name":"I. O. Ladokun","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210134659","display_name":"The Polytechnic Ibadan","ror":"https://ror.org/03hjbt093","country_code":"NG","type":"education","lineage":["https://openalex.org/I4210134659"]}],"countries":["NG"],"is_corresponding":false,"raw_author_name":"I. O. Ladokun","raw_affiliation_strings":["Department of Marketing, The Polytechnic, Ibadan, Nigeria"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, The Polytechnic, Ibadan, Nigeria","institution_ids":["https://openalex.org/I4210134659"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5015677784","display_name":"D. Jooda Taiwo","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4403386640","display_name":"Osun State Polytechnic, Iree","ror":"https://ror.org/02edbjh06","country_code":"NG","type":"education","lineage":["https://openalex.org/I4403386640"]}],"countries":["NG"],"is_corresponding":false,"raw_author_name":"D. Jooda Taiwo","raw_affiliation_strings":["Department of Banking and Finance, Osun State Polytechnic, Iree, Nigeria"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Banking and Finance, Osun State Polytechnic, Iree, Nigeria","institution_ids":["https://openalex.org/I4403386640"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.7859,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.81043817,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":95},"biblio":{"volume":"3","issue":"2","first_page":"1","last_page":"8"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7904999852180481,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7904999852180481,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.1973000019788742,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.002099999925121665,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.9990000128746033},{"id":"https://openalex.org/keywords/bank-performance","display_name":"bank performance","score":0.8199999928474426},{"id":"https://openalex.org/keywords/nigerian-banks","display_name":"Nigerian banks","score":0.7829999923706055},{"id":"https://openalex.org/keywords/zenith-bank-plc","display_name":"Zenith Bank Plc","score":0.9520000219345093},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9380000233650208},{"id":"https://openalex.org/keywords/deposit-mobilization","display_name":"deposit mobilization","score":0.9919999837875366},{"id":"https://openalex.org/keywords/profitability","display_name":"profitability","score":0.6420000195503235},{"id":"https://openalex.org/keywords/customer-involvement","display_name":"customer involvement","score":0.9049999713897705},{"id":"https://openalex.org/keywords/long-term-customer-relationships","display_name":"long-term customer relationships","score":0.9750000238418579},{"id":"https://openalex.org/keywords/joint-problem-solving","display_name":"joint problem solving","score":0.8970000147819519},{"id":"https://openalex.org/keywords/information-sharing","display_name":"information sharing","score":0.9070000052452087},{"id":"https://openalex.org/keywords/organizational-change","display_name":"organizational change","score":0.8270000219345093}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6219849586486816},{"id":"https://openalex.org/C100363876","wikidata":"https://www.wikidata.org/wiki/Q690661","display_name":"Nonprobability sampling","level":3,"score":0.6112290024757385},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.5292054414749146},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.48376035690307617},{"id":"https://openalex.org/C75949130","wikidata":"https://www.wikidata.org/wiki/Q848010","display_name":"Database transaction","level":2,"score":0.4802420437335968},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.44133931398391724},{"id":"https://openalex.org/C127722929","wikidata":"https://www.wikidata.org/wiki/Q7833714","display_name":"Transaction data","level":3,"score":0.429026335477829},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.41097790002822876},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.22722911834716797},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.08862489461898804},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C149923435","wikidata":"https://www.wikidata.org/wiki/Q37732","display_name":"Demography","level":1,"score":0.0},{"id":"https://openalex.org/C2908647359","wikidata":"https://www.wikidata.org/wiki/Q2625603","display_name":"Population","level":2,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.9734/sajsse/2019/v3i230103","doi":"https://doi.org/10.9734/sajsse/2019/v3i230103","is_oa":true,"landing_page_url":"https://doi.org/10.9734/sajsse/2019/v3i230103","pdf_url":null,"source":{"id":"https://openalex.org/S4210175394","display_name":"South Asian Journal of Social Studies and Economics","issn_l":"2581-821X","issn":["2581-821X"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310320855","host_organization_name":"Sciencedomain International","host_organization_lineage":["https://openalex.org/P4310320855"],"host_organization_lineage_names":["Sciencedomain International"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"South Asian Journal of Social Studies and Economics","raw_type":"journal-article"},{"id":"pmh:oai:journalsajsse.com:article/578","doi":null,"is_oa":true,"landing_page_url":"https://journalsajsse.com/index.php/SAJSSE/article/view/578","pdf_url":null,"source":{"id":"https://openalex.org/S4210175394","display_name":"South Asian Journal of Social Studies and Economics","issn_l":"2581-821X","issn":["2581-821X"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310320855","host_organization_name":"Sciencedomain International","host_organization_lineage":["https://openalex.org/P4310320855"],"host_organization_lineage_names":["Sciencedomain International"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2581-821X","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:HAL:hal-05350141v1","doi":null,"is_oa":false,"landing_page_url":"https://hal.science/hal-05350141","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4405252976","host_organization_name":"Centre pour la Communication Scientifique Directe","host_organization_lineage":["https://openalex.org/I4405252976"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"South Asian Journal of Social Studies and Economics, 2019, 3 (2), pp.1-8","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"doi:10.9734/sajsse/2019/v3i230103","doi":"https://doi.org/10.9734/sajsse/2019/v3i230103","is_oa":true,"landing_page_url":"https://doi.org/10.9734/sajsse/2019/v3i230103","pdf_url":null,"source":{"id":"https://openalex.org/S4210175394","display_name":"South Asian Journal of Social Studies and Economics","issn_l":"2581-821X","issn":["2581-821X"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310320855","host_organization_name":"Sciencedomain International","host_organization_lineage":["https://openalex.org/P4310320855"],"host_organization_lineage_names":["Sciencedomain International"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"South Asian Journal of Social Studies and Economics","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W4391753411","https://openalex.org/W143573289","https://openalex.org/W6893384136","https://openalex.org/W1948088700","https://openalex.org/W4200470794","https://openalex.org/W2112374818","https://openalex.org/W7163146504","https://openalex.org/W7221215647","https://openalex.org/W2188584540","https://openalex.org/W2883450718"],"abstract_inverted_index":{"Today,":[0],"customers":[1],"are":[2],"looking":[3],"for":[4,77],"benefits":[5],"from":[6,24,63],"the":[7,30,78,94,128],"bank,":[8],"better":[9],"service,":[10],"lower":[11],"transaction":[12],"fees,":[13],"higher":[14],"interest":[15],"rates,":[16],"a":[17,74],"sign":[18],"of":[19,32,56,88,133,150],"prestige,":[20],"new":[21],"products":[22],"access":[23],"different":[25],"channels.":[26],"This":[27],"study":[28,129],"evaluates":[29],"influence":[31,115],"CRM":[33,99,151],"dimensions":[34,100],"on":[35],"bank":[36,116],"performance.":[37],"Zenith":[38],"Bank":[39],"Plc":[40],"was":[41,50,90],"selected":[42],"through":[43],"purposive":[44],"method,":[45],"while":[46],"judgmental":[47],"sampling":[48],"technique":[49],"also":[51],"used":[52],"to":[53,92,146,154],"select":[54],"Head":[55],"Operation,":[57],"Accountant,":[58],"Auditor,":[59],"and":[60,109,113,124,153],"Branch":[61],"Manager":[62],"its":[64],"35":[65],"branches":[66],"in":[67,140,142,144],"Lagos,":[68],"Nigeria,":[69],"totaling":[70],"140":[71],"respondents":[72],"as":[73],"sample":[75],"size":[76],"study.":[79],"Multiple":[80],"regression":[81],"analysis,":[82],"Ordinary":[83],"Least":[84],"Square":[85],"(OLS)":[86],"method":[87],"estimation":[89],"employed":[91],"analyze":[93],"data.":[95],"Results":[96],"revealed":[97],"that":[98,131],"(customer":[101],"involvement,":[102],"long-term":[103],"relationship":[104],"with":[105],"customers,":[106],"joint":[107],"problem-solving":[108],"information":[110],"sharing)":[111],"jointly":[112],"independently":[114],"performance":[117],"measured":[118],"by":[119],"customer":[120],"satisfaction,":[121],"deposit":[122],"mobilization":[123],"profit":[125],"level.":[126],"Subsequently,":[127],"recommended":[130],"management":[132],"Nigerian":[134],"banks":[135],"should":[136],"be":[137],"actively":[138],"involved":[139],"changes":[141],"organization":[143],"order":[145],"spread":[147],"positive":[148],"vision":[149],"concept":[152],"support":[155],"organizational":[156],"change.":[157]},"counts_by_year":[{"year":2021,"cited_by_count":2},{"year":2019,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2019-04-25T00:00:00"}