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All Journal Quantitative Economics and Management Studies Daengku: Journal of Humanities and Social Sciences Innovation
Dickson Ben Uche
Department of Marketing, Evangel University, Akaeze, Nigeria
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Other

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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.
Effect of Distribution Channel Strategies on the Performance of Banks Dickson Ben Uche; Jane Nwakaego Anene; Emezue Leonard Nnabugwu
Daengku: Journal of Humanities and Social Sciences Innovation 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 | Full PDF (330.798 KB) | DOI: 10.35877/454RI.daengku732

Abstract

Effective distribution channel strategy selection, application, and management does not only help to meet the shopping needs and habits of the target customers efficiently under the cost restraints of the seller; they must also lessen the drawbacks caused by distribution channel conflicts such as double downgrading. This study evaluated the effect of distribution channel strategies on the performance of commercial banks in Nigeria. The objective of the study specifically was to identify the distribution channel strategies adopted by commercial banks in Nigeria and to determine the effect of the distribution channel strategies adopted on the performance of the bank. The study adopted a descriptive survey research design. The population of the study was 43 management staff of five commercial banks operating in Nigeria. Questionnaire was used as the tool for data collection. The data was analyzed and presented using percentages, mean and standard deviation. The study found that the branch network, electronic banking and multiple distributions were used by the banks. Marketing strategies being employed by the banks were aggressive marketing, mass marketing and value marketing, the study further found that the adopted distribution channel strategies have a significant effect on the performance of the banks. It was recommended among other things that; commercial banks should adopt those marketing distribution strategies that ensure the performance of the bank is improved and do away with those which adds costs so that the banks can compete effectively with the others and that they should embrace the concept whole heartedly by adopting electronic banking as already the battle for the banks is technology usage which should be one which offers customers more features.
Co-Authors Agu Godswill Agu Emezue Leonard Nnabugwu Jane Nwakaego Anene Madumere Humphrey Ikenna