It is a general belief that business is changing and will continue to change the way we work and live in the twenty- first century. For instance, technology shrinks time and space, customers can be anywhere in the globe and they can transact business at anytime of the day. The business environment in the present time is practically undergoing a major revolution in the way customers buy, shop, and decide to come back or to take their business elsewhere. Companies are increasingly realising that the balance of power is shifting from sellers to buyers. The customers need exactly what they want, at the right time and place they want it, with a high specification and at the lowest possible price. In addition, businesses must make customers feel special or else they will take their money to another business that can provide all what customers want (LeBoeuf, 1987).
Service industry, Financial services, Banking sector
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Maiyaki, A. A. (2009). Customer perception of the commercial banks’ services in Kano Metropolis. Business Review, 4(1), 115-132. Retrieved from https://doi.org/10.54784/1990-6587.1168
February 24, 2021