Abstract

The study investigates the relative importance of the factors determining the selection and preference of banks
by retail customers. Using multi-stage sampling procedure, a total of 417 retail bank customers were selected
and subsequently participated in the survey. The mean, standard deviation, Z-scores and weighted scores were
computed using both SPSS software and Microsoft office excel. It was found that some factors highly influence
the customers’ choice of banks. Similarly, it was also revealed that customers show high preference for some
banks as against others. Managerial implications were discussed and finally, recommendations were proffered.

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