In recent times, since the cost of retaining an existing customer has been confirmed to exceed that of acquiring new ones, the emphasis has been on retaining existing customers. This study examines how bank customers’ satisfaction could be improved through some specific relationship marketing practices. This study focused on three banks within Enugu metropolis in Nigeria. The descriptive research design was adopted.384 self-administered, structured questionnaires were distributed, out of which 332 copies were returned. Data was presented using frequencies and cross tabulations. One-sample t-test and Analysis of Variance were used to test hypotheses. Findings revealed that there is a significant relationship between banks’ current relationship strategies and the level of bank customers’ satisfaction; and that bank customers are not highly satisfied with their banks’ relationship with them. Thus, customers’ satisfaction could further be improved if the banks applied some specific relationship marketing practices such as ensuring that customers’ needs are adequately met, and their complaints tackled promptly. The study recommended that these banks could go beyond the conventional practice of outward show of appreciation of customer patronage, but rather work towards resolving customers’ complaints, and meeting their needs promptly.

The COVID-19 disruption of supply chains has motivated manufacturing companies in Nigeria to build and maintain supply chain visibility, robustness, and resilience to remain third-party logistics providers. It is vital to have an adequate understanding of third-party logistics performance drivers. Most studies have concentrated on third-party logistics capability, while few others explored the impact of relational governance structures on performance. However, studies examining the synergy between third-party logistics capability and relationship management are scarce. The purpose of this study is to investigate the stimulators of third-party logistics performance in the Nigerian manufacturing industry. A descriptive survey, e-mail questionnaire, and PLS-SEM approach was used to collect and analyze the data from a sample of 364 manufacturing companies in Nigeria. The findings indicated that relationship management has a significant positive association with third-party logistics capability (β= 0.785, t = 3.457, p < 0.001); relationship management has a significant negative association with supply chain risk (β= –0.209, t = 4.149, p < 0.001); third-party logistics capability has a significant negative association with supply chain risk (β = –0.620, t = 3.199, p < 0.001); supply chain risk has a significant negative association with logistics performance (β= –0.695 t = 5.396, p < 0.001). Hence, relationship management, third-party logistics capability, and supply chain risk are drivers of third-party logistics performance. Therefore, supply chain partners should manage their relationships to strengthen third-party logistics capability and reduce all kinds of uncertainties and risks.

The study examined Electronic Service Quality and Customer Loyalty in Deposit Money Banks in Nigeria. Its aim was to assess the level of relationship between e-service quality and customer loyalty of deposit money banks in Nigeria. In line with the objective of the study, three null hypotheses were formulated to guide the research. The theoretical foundation of the study was based on resource base and sustainable theories. The study adopted quasiexperimental research design. The population size was drawn from the customer of quoted deposit money banks with international authorization in Nigeria. A sample size of 411 customers was obtained using Krejcie and Morgan formula. A probability simple random sampling technique was further utilized in picking the respondents. A questionnaire of five point likert scale was used in data collection. Frequency, percentages, bar and pie charts were used in analyzing both the demographic data of the respondents, mean and standard deviation to answer research questions, while Kendall tau_b correlation coefficient was employed in testing the hypotheses formulated for the study. All the null hypotheses were rejected. The research therefore revealed that; a significant relationship exist between interactivity and customer loyalty of deposit money banks in Nigeria, a significant relationship exist between customer support and customer loyalty of deposit money banks in Nigeria, as well that there is a significant influence of customer technology adoption on the relationship between e-service quality and customer loyalty. It was concluded that, quality of e-service have help to improved customer loyalty in deposit money banks. It was therefore recommended amongst others that, deposit money banks should develop their websites by making it more interactive, online banking should be made easier for customers to make use of, and that more awareness should be given to customers on the need for e-banking.

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