Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Quantitative Economics and Management Studies
Humphrey Ikenna, Madumere
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Mathematics

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The role of service empathy and assurance in building customer loyalty in the Nigerian road transport industry Humphrey Ikenna, Madumere; I. Emeti, Cletus; Agu, Agu Godswill; Ireneus Chukwud, Nwaizugbo
Quantitative Economics and Management Studies Vol. 2 No. 1 (2021)
Publisher : Yayasan Ahmar Cendekia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (426.012 KB) | DOI: 10.35877/454RI.qems248

Abstract

Basing on the RATER model of service quality, we explored the role service empathy and assurance in building road transport customers’ loyalty intention. Being a quantitative study, data from 318 valid responses, analyzed with simple regression analysis in SPSS 21.0, indicate that the two constructs – service empathy and service assurance are positive and significant predictors of customer loyalty. Further, with 82% and 78.8% variance explained for assurance and empathy respectively, results indicate that service assurance drives more customer loyalty than service empathy in the organized road transport industry in Nigeria. To attract and retain customers, operators in the industry must be service quality conscious.
Co-Authors Agu, Agu Godswill I. Emeti, Cletus Ireneus Chukwud, Nwaizugbo