KNOWLEDGE MANAGEMENT AND CUSTOMER SATISFACTION OF DEPOSIT MONEY BANKS IN RIVERS STATE
This study examined the relationship between knowledge management and customer satisfaction of deposit money banks in Rivers State. Customer satisfaction has two (2) measures (customer loyalty and perceived value). In carrying out this study, we adopted a cross-sectional survey research method, the population of study comprised of the twenty-two (22) deposit money banks in Rivers State. The sample size was drawn from the study population. Five (5) respondents were drawn from each of the twenty-two (22) deposit money banks totalling one hundred and ten (110) respondents to whom copies questionnaire were administered. Analysis was done using the Pearson Product Moment Correlation with the aid of statistical packages for social sciences (SPSS) version 21.0 to determine the relationship between knowledge management and the dimensions of customer satisfaction. Findings revealed that knowledge management has a moderate and positive relationship with perceived value. While a weak relationship was found to exist between knowledge management and customer loyalty. Based on the findings, the study concludes that proper management of customers’ knowledge is important in achieving customer satisfaction of deposit money banks in Rivers State. Therefore, the study recommends that deposit money banks should collect, analyse and distribute relevant information about customers among employees to enhance quality of service delivery which will in turn increase customer satisfaction.