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All Journal Quantitative Economics and Management Studies Daengku: Journal of Humanities and Social Sciences Innovation ARRUS Journal of Social Sciences and Humanities
Agu, Agu Godswill
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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.
Influence of Perceived Service Quality on Customer Loyalty Ikenna, Madumere Humphrey; Uche, Dickson Ben; Agu, Agu Godswill
Quantitative Economics and Management Studies Vol. 2 No. 2 (2021)
Publisher : Yayasan Ahmar Cendekia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (507.745 KB) | DOI: 10.35877/454RI.qems252

Abstract

The purpose of this was to investigate the relationship between perceived service quality and customer loyalty in the road transport industry in Nigeria. Leveraging the RATER service quality model, only reliability, tangibles and responsiveness were explored. Participants were drawn from the customer base of organized road transport firms operating in the South East of Nigeria. Being a quantitative survey, results from 318 valid responses were analyzed with SPSS version 21. Findings indicate that the three constructs (reliability, tangibles, and responsiveness) are significant predictors of customer loyalty, with reliability having the greatest influence, followed by responsiveness and tangibles. The study recommends steady monitoring of service quality as a step towards customer loyalty in the highly competitive road transport industry in Nigeria.
Drivers of Customer Switching Behaviour in the Nigerian Road Transport Industry Chukwuemeka O., Onyeagwara; I. Njelita, Chukwudi; Agu, Agu Godswill
Daengku: Journal of Humanities and Social Sciences Innovation Vol. 2 No. 1 (2022)
Publisher : Lembaga Penelitian dan Pengembangan Teknologi dan Rekayasa, Yayasan Ahmar Cendekia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (681.962 KB) | DOI: 10.35877/454RI.daengku729

Abstract

The purpose of this study was to investigate the factors driving customer switching behaviour in the Nigerian road transport industry. Arguing from the theory of planned behaviour, a survey of 371 (306 valid) customers of the organized road transport industry in Nigeria’s South-East was carried out. Collected data was analyzed with multiple regression analysis (MRA) in SPSS 21.0. Findings indicate that service quality, price, and promotion are positive and significant drivers of switching behaviour, while location is not. The study recommends crafting marketing strategies around service quality, price, and promotion as effective approach to avoid customer swapping.
Drivers of Customer Loyalty in the Downstream Petroleum Sub-Sector in Nigeria Ogbunamiri, Chinanu; Agu, Agu Godswill
ARRUS Journal of Social Sciences and Humanities Vol. 2 No. 2 (2022)
Publisher : Lembaga Penelitian dan Pengembangan Teknologi dan Rekayasa, Yayasan Ahmar Cendekia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35877/soshum734

Abstract

The downstream petroleum sub-sector in Nigeria has remained highly competitive since the partial subsidy removal era. Operators now adopt various marketing efforts to attract and retain customers. While several models have been used to examine the drivers of customer loyalty in the petroleum industry, no study is known that applies the 7Ps model. This study, attempts to close this gap. Data was generated from petroleum products customers in the Southeast region of Nigeria, and analyzed with the SPSS 23.0 multiple regression analysis. Findings reveal that all the 7Ps variables – product, price, place, promotion, people, process and physical evidence are significant drivers of customer loyalty. The study recommends appropriate blending of the mix elements for more positive outcomes.
Co-Authors Chukwuemeka O., Onyeagwara Humphrey Ikenna, Madumere I. Emeti, Cletus I. Njelita, Chukwudi Ikenna, Madumere Humphrey Ireneus Chukwud, Nwaizugbo Ogbunamiri, Chinanu Uche, Dickson Ben