文章基本信息

标题：Physical architecture and customer patronage of banks in Nigeria: An empirical study
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作者：Kenneth C. Adiele ; Bright .C. Opara
期刊名称：African Journal of Marketing Management
电子版ISSN：2141-2421
出版年度：2014
卷号：6
期号：8
页码：110-116
DOI：10.5897/AJMM2014.0422
语种：English
出版社：Academic Journals
摘要：This study assesses the impact of physical architecture on customer patronage of quoted banks in South-south zone of Nigeria. 14 quoted banks at the Nigeria Stock Exchange Market were used for the study. The research considered firm level of analysis and top managers unit of analysis. Customers of the chosen banks were also used. By this arrangement, 42 managers and seven customers randomly selected constituted our respondents for the study. Descriptively, data were generated and presented while inferentially, the Spearman’s Rank Correlation Coefficient was used in testing the postulated hypotheses. The result of the analysis showed that there is a positive and significant correlation between physical architecture and customer patronage. The study specifically revealed that physical architecture significantly impacts sales volume, profit margin, and customer retention. Furthermore, the study concluded that physical architecture strongly affects customer patronage. The authors therefore recommended that the improvement on customer patronage is predicated on the bank’s ability to efficiently improve on its operational equipment and to ensure that they perform optimally while reducing customers’ waiting time.
关键词：Spatial layout;functionality and retail bank patronage