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All Journal Daengku: Journal of Humanities and Social Sciences Innovation
Chukwuemeka O., Onyeagwara
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Humanities Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Other

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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.
Examining the Influence of Physical Facilities, Customer Complaint Handling and E-service on Customer Switching Intention Chukwuemeka O., Onyeagwara; I. Njelita, Chukwudi
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 (635.128 KB) | DOI: 10.35877/454RI.daengku730

Abstract

The main intention of this study was to determine the drivers of customer switching behaviour in the Nigerian road transport industry using firms in the South East. The researchers adopted the cross-sectional survey research method in this study. The questionnaire served as the major instrument for primary data collection. The study focused on the customers of eight road transport firms (ABC, Peace Mass, God is Good Motors ITC, Abia Line, ESTMASS, TRACAS, and EboMass) in the South East of Nigeria. The sample size for the study was 371 customers of the selected transport firms. Thus, three key drivers of customer loyalty were considered in this study including physical facilities, complaint handling system and e-service availability. The study found positive correlation between all the variables and customer switching intention.
Co-Authors Agu, Agu Godswill I. Njelita, Chukwudi