Environental scanning and customer values of selected commercial banks:

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dc.contributor.authorEgwu, Bridget
dc.date.accessioned2025-05-28T15:57:21Z
dc.date.available2025-05-28T15:57:21Z
dc.date.issued2019-06
dc.description.abstractAbstract Over time, there has been a shift away from using organisational capacity as sole metric of performance. This is because of its inherent limitations of business performance is broad-based progress that primarily depends on understanding of customer values, however, further advances in the direction of customer values have led to the concept of environmental scanning. The primary objectives of this paper are to examine the relationship between environmental scanning and customer values, and the influence of environmental scanning on customer values in the selected Nigerian commercial banks. The study adopted survey research design using crosssectional administration of research instrument among selected banks with total population of 70,380 customers, and sample size of 1,490 customers calculated using Watson (2001) formula plus 30% of sample size determination as non -response rate orwrongly filled questionnaires. A structured questionnaire of six point Likert scale was used with response rate of 90.2% (1,344) Reliability and validation of items/constructs range between 0.75-0.85 as Cronbach-Alpha coefficient. Data collection was analysed using correlation and regression analysis. Findings showed that environmental scanning (ES) has a significant and positive relationship with customer values (CV) (r =.544, p<0.005), and also, environmental scanning has a significant positive influence on customer values of selected commercial banks in Lagos State Nigeria (B = .945, t= 23.724, p<0.05).The descriptive analysis indicated that ES as a process and systematic study of environment to identify needs and values for creating products and services ultimately desired by the bank customers. The study recommended that commercial banks should strategically employ technique of ES in an attempt to acquire information about organisations environment in order to apply the knowledge that would help management in its task of charting the organisational creating values and their performance, particularly
dc.identifier.issn2705-358X
dc.identifier.urihttps://repository.run.edu.ng/handle/123456789/4957
dc.language.isoen
dc.publisherHallmark University Journal of Management & Social Sciences
dc.relation.ispartofseriesVol. 1; No. 2
dc.titleEnvironental scanning and customer values of selected commercial banks:
dc.title.alternativeframework of business performance
dc.typeArticle
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