Commercial Banks’ Ambience and C ustomers’ Priorities in Uyo City of Akwa Ibom State, Nigeria

Abstract

A survey of Commercial Banks’ Ambience and Customers’ Priorities is conducted in Uyo City of Akwa Ibom State, Nigeria. The aim is to evaluate the predictors that are of priority in customers’ choice of commercial banks. The population comprises all the commercial banks' customers in Uyo City of Akwa Ibom State. A total of 1,800 copies of the questionnaire are administered to the customers of the
eighteen (18) commercial banks operating in Uyo, Akwa Ibom State. A sample of 100 customers is randomly selected from each of the 18 commercial banks operating in Uyo. The study adopts mean, ranking, and analysis of variance (ANOVA) to analyze the data. The result reveals among others that the cleanliness of the banks’ physical environment is the most important predictor of customers’
choice of a commercial bank. The predictors do not have any significant difference across all the age groups of the customers and no significant difference between the gender groups. Hence, it recommends among others that banks should pay adequate attention to the cleanliness of their
physical environment.