Influence of Bank Charges on Customer Loyalty in Nigerian Banks

This book examines how bank charges affect customer loyalty among GTBank customers in Onitsha, Nigeria. Using surveys, it finds that most customers are aware of bank charges, but this awareness often leads to dissatisfaction and reduced loyalty. Many customers consider switching banks due to perceived unfairness of fees such as transaction charges, VAT, and maintenance costs. The study also finds that GTBank's customer relationship management strategies are not effective in addressing these concerns. The research recommends that banks improve transparency, revise fee structures, and enhance customer service to boost loyalty and retention.