Relationship Management and Customer Satisfaction in Selected Banks, Owerri, Imo State, Nigeria

This study focused on relationship management and customer satisfaction using Eco bank and Union bank Owerri, Imo State Nigeria. In line with the study, three research objectives, three research questions and three research hypotheses were formulated. The researchers adopted survey design through the use questionnaire. The population of the study was 56 staff from where a sample size of 49 was derived through the application of Taro Yamane formula. The data collected were analyzed and tested by simple percentage and chi-square respectively. The research revealed that there is significant effect of customer focus on customer satisfaction, there is significant effect of organizational efficiency on customer satisfaction, and there is significant effect of customer knowledge management on customer satisfaction. Based on these findings, the study recommends that the organizations should establish a central data warehouse for new and old data in order to facilitate the decision making process. More so, they should organize the bank around the CRM in which each employee should work effectively as a team member to support each other.