IIARD International Institute of Academic Research and Development

IIARD International Journal of Economics and Business Management (IJEBM )

E-ISSN 2489-0065
P-ISSN 2695-186X
VOL. 3 NO. 7 2017

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Influence of Information Communication Technology in Building Customer Loyalty among Deposit Money Banks in Jos Metropolis, North Central Nigeria

Gontur, Silas, Hassan, Sunday Kubba and Arin, Yunana

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Abstract

This study was designed to investigate the role of information communication technology in building customer loyalty in money deposit banks in Jos Metropolis. The study employs the use of survey research method and sample size of nine deposit money banks was selected from the twenty one money deposit banks operating in Jos Metropolis. A structured questionnaire of one hundred and fifty was administered to respondents and only one hundred and twenty were duly filled and returned representing 80% response rate .The data of the study was analysed using simple percentage and descriptive statistical techniques. The hypotheses of the study were tested using Pearson product moment correlation coefficient and linear regression analysis. The result revealed that there is a significant relationship between automatic teller machine and customer loyalty. The research also discovered a significant positive relationship between mobile banking, internet banking and customer loyalty. The study concludes that when customers receive favourable and beneficial service using the latest technologies in their banking operations; this will lead to repeat purchases and customers’ loyalty in the long run. It was recommended that investment in ICT is not - negotiable, it is therefore important for operators in the banking industry to pursue this with all sense of vigour, because improvement in the use of information technology will help maintain customers’ loyalty and also excite customers.

keywords:

Information Communication Technology, Automatic Teller Machine, Mobile Banking, Internet Banking, Customer Loyalty

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