Abstract
The study examined the determinants of loyalty among customers of Non-interest Banking services in Kaduna Metropolis with reference to Jaiz Bank. Descriptive and multiple regression statistics were used to analyze the data of the study. The findings of the study indicate that the loyalty of customers of Jaiz Bank is mainly determined by Customer satisfaction involving uniqueness of NIB services offered by the Bank and accessibility of NIB services offered by the Bank; followed by Customer Perception involving positive perception of the Bank due to its compliance to religious belief of prohibition of interest; and finally, Success Philosophy involving long-term consideration of success of the Bank .Based on the findings, the study recommended that the Management of Jaiz bank Plc should maintain or even improve on uniqueness and accessibility of its service. The Bank should also continue to strictly abide by its policy of Non-interest banking so as to maintain the positive perception of customers and their optimism in its success in future. Keywords: Determinants, Non-interest Banking (NIB) Services, Customers and Loyalty DOI : 10.7176/JMCR/64-04 Publication date: January 31 st 2020
Highlights
The introduction of money as a medium of exchange resulted in people acquiring more than they needed to satisfy their immediate needs
To contribute in filling this gap, this paper examines the determinants of loyalty among customers of Non-interest banking (NIB) services in Kaduna Metropolis
5.0 Conclusions From the results presented above, this study concludes that between 51.9% and 77.2% of the variability in Jaiz Bank NIB customers’ loyalty in Kaduna Metropolis was explained by the set variables
Summary
The introduction of money as a medium of exchange resulted in people acquiring more than they needed to satisfy their immediate needs. Different communities device different means of saving extra funds. In Hausa-Fulani communities the traditional saving system is referred to as “Asusu” and “Adashe” (Ogwezi, 2014). In the “Asusu” system the individual put aside certain amount of money from time to time in a locally made safe called “Gongoni”. After a targeted time the “Gongoni” is opened and the money inside is used for a purpose such as marriage ceremony, naming ceremony etc. In the “Adashe” saving system people constitute themselves into groups, contribute money on a periodic basis (daily, weekly, monthly etc) and one of them collect the sum to use it for a purpose
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