Abstract

The general purpose of this study was to examine those service characteristics that impact on customers’ etention within the context of micro finance institutions in Akwa Ibom State of Nigeria. Regression model was used in analyzing the data received from 90 respondents patronizing 13 licensed micro finance banks in the State. Simple percentages were used to analyse the demographic characteristics of micro- finance customers tabulated in a bi-variant frequency table. The paper identifies a number of drivers and inhibitors of retention behaviours and underscored the need for their proper understanding. Pro-active and reactive retention measures were recommended as necessary conditions for improving retention and general business performance among micro finance banks.

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