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Strategic Management and Performance of Zenith Bank Plc, Umuahia

Strategic Management and Performance of Zenith Bank Plc, Umuahia

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  • November 10, 2023
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Authored by
Nwagu Okenwaa & Prof. Adonai Okonkwob
abDepartment of Business Administration, Enugu state University of Science and Technology, Enugu

Abstract
The study evaluated the relationship between strategic management and the performance of Zenith Bank plc, in Umuahia Metropolis. Specifically, the study examined the relationship between strategic human resource management and employee productivity at Zenith Bank plc, in Umuahia Metropolis; strategic customer relationship management and customer satisfaction at Zenith Bank plc, in Umuahia Metropolis. The research employed a survey research design. The population of the study consisted of 140 staff which included management, senior and graduate staff of Zenith Bank in the three branches in Umuahia Metropolis. Since the population is not large, the entire population was used by the researchers and they completed a structured questionnaire. Research questions were formulated and analyzed using simple percentages. Hypotheses were tested using sample proportion statistics (Z test) at a 0.05 level of significance. The result showed that there was a significant positive relationship between strategic human resource management and employee productivity of Zenith Bank plc, in Umuahia Metropolis (Z = 6.51); there was a significant positive relationship between strategic customer relationship management and customer satisfaction of Zenith Bank plc, in Umuahia Metropolis (Z = 7.35). The study concluded that there was a positive relationship between strategic management and the performance of Zenith Bank plc, in Umuahia Metropolis. It was recommended that to enjoy customer patronage and customer satisfaction, banks should implement strategic customer relationship management by focusing on offering quality customer services and high-quality bank products.

Keywords: Performance; Strategic Management; Zenith Bank Plc; Umuahia Metropolis; Strategic Customer Relationship Management
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 Citation: Okenwa, N. & Okonkwo, A. (2023). Strategic Management and Performance of Zenith Bank Plc, Umuahia. Contemporary Journal of Management 5(4), 17-30. https://doi.org/10.5281/zenodo.10100137

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