ABSTRACT
Petro filling stations in Nigeria find it difficult to maintain continuous customers’ patronage which is
evident in the way petroleum products customers search for reliable and trusted station for patronage; hence, this study investigated the influence of trust on customer patronage of Bovas Petrol Filling Stations in Kwara State. Therefore, the study aimed at investigating the effect of trust on filling stations customers’ patronage using Bovas Filling Stations in Kwara State as case study. The population of this study was confined to Bovas Filling Stations in Ilorin Metropolis, Kwara State, Nigeria. In shaping the sample size of clients, the researcher used a purposeful, convenient and random sampling procedure since the population frame is infinite. Two hundred and Eighty participants were conveniently sampled after a careful selection process made across the study area. The data were analysed using simple descriptive method (frequency, percentage, mean, and standard deviation). In addition, the hypothesis was tested using regression analysis. The study showed that the proxied elements of trust (civilities of staff, dispensing pump accuracy and quality of product) significantly influenced customers' patronage. The study concluded that trust elements are capable of ensuring and maintaining customers’ patronage. It therefore recommended that petrol filling stations need to maintain a definite strategic plan that will ensure staff civility, accurate pump price and quality product to maintain trust and organise training for the managers and attendants on how to handle issues promptly and manage the relationship from all sources; empowering petrol attendants and staff with enough required authority so that they can instantaneously manage customers' queries
Key words: Trust, Repurchase Intention and Customer Patronage