Effect of Customer Trust on Performance in the Banking Industry (a Case of First Bank Plc Lagos)
Student: Justina GIFT ANYIM (Project, 2025)
Department of Marketing
Federal Polytechnic, Ado-Ekiti, Ekiti State
Abstract
This study examines the impact of customer trust on the performance of First Bank PLC in Lagos, focusing on key management staff and customers of the bank. The specific objectives are to determine the influence of customer trust on profitability, market share, and competitive advantage. A descriptive research design was employed using structured questionnaires for data collection. Descriptive statistical techniques such as frequencies and percentages summarized the data, while Pearson correlation tested the hypotheses. Findings revealed a significant positive relationship between customer trust and bank performance, particularly influencing profitability and competitive advantage, though trust had no significant impact on market share. The study recommends enhanced trust-building initiatives through transparency, improved service delivery, and active customer engagement.
Keywords
For the full publication, please contact the author directly at: anyimjustina2020@gmail.com
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Institutions
- Covenant Polytechnic, Aba, Abia State 1
- Covenant University, Canaan Land, Ota, Ogun State 4
- Crawford University of Apostolic Faith Mission Faith City, Igbesa, Ogun State 2
- Crescent University, Abeokuta, Ogun State 1
- Cross Rivers University of Technology, Calabar, Cross Rivers State 142
- Delta State Polytechnic, Ogwashi-Uku, Delta State 11
- Delta State Polytechnic, Otefe, Delta State 13
- Delta State University, Abraka, Delta State 139
- Ebonyi State University, Abakaliki, Ebonyi State 17
- Edo University, Iyamho, Edo State 10