THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER RETENTION AN EMPIRICAL STUDY ON NIB INTERNATIONAL BANK

Abstract

This research is aimed to study the effect of customer relationship on customer retention under the title of THE EFFECT OF effect of customer relationship on customer retention IN CASE OF NIB International Bank s.c. In order to measure customer relation the following factors have been taken in to account which are communication, conflict handling practice, working environment & physical facilities, interactive management & leadership and Knowledge and experience of employees to figure out their relationships to customer retention. To provide adequate experimental evidence the research was based on 2000.00 populations and 334 samples taken by simple random sampling techniques and Self-administered questioners which contain demographic questions and the variables measured by Likert five point scale was used to collect data from the customers of NIB Bank. The data analyzed by multiple regression method by using SPSS shows results that indicates there is positive relationship between the customer relation variables and customer retention based on this the researcher conclude that there is positive relationship between customer relationship and customer retention, subsequently the company is recommended to work on the customer relation to ensure the companying retained customer in its road attaining its goals as well as vision .