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All Journal Quantitative Economics and Management Studies
Madumere Humphrey Ikenna
Department of Marketing, Nnamdi Azikiwe University, Awka, Nigeria
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Mathematics

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The role of service empathy and assurance in building customer loyalty in the Nigerian road transport industry Madumere Humphrey Ikenna; Cletus I. Emeti; Agu Godswill Agu; Nwaizugbo Ireneus Chukwud
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 Madumere Humphrey Ikenna; Dickson Ben Uche; Agu Godswill Agu
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.
Co-Authors Agu Godswill Agu Agu Godswill Agu Cletus I. Emeti Dickson Ben Uche Nwaizugbo Ireneus Chukwud