| 1 |
Author(s):
Dhruba Prasad Subedi, Dilli Ram Bhandari.
Page No : 1-14
|
Service Quality and Customer Loyalty in Nepalese Commercial Banks: A Mediating Role of Customer Trust.
Abstract
Service quality assessment is crucial for ensuring that the overall service dimension aligns with the client's expectations. This study aims to examine the mediating effect of customer trust in the relationship between service quality and customer loyalty in the commercial banks of Nepal. 216 customers of these banks were surveyed using structured five- point Likert scale questionnaire. Data was collected via online and field survey by visiting the customers at related banks. The study's hypotheses were tested through path analysis using AMOS-26 software. The findings reveal a significant positive relationship between service quality, customer trust, and customer loyalty. This suggests that higher service quality contributes to heightened customer trust and loyalty in Nepalese commercial banks. Notably, customer trust exhibits a partial mediation effect in the connection between service quality and customer loyalty. These results offer valuable insights for bank managers, emphasizing the importance of prioritizing customer satisfaction trust and loyalty in crafting strategies for competitive advantages.
| 2 |
Author(s):
Aniekan R. Inwang, Samuel G. Etuk, Aniekan R. Inwang, Nfawa E. Usani, Madubuike E. Soludo.
Page No : 15-27
|
Healthcare Service Delivery and Patients’ Satisfaction in Public Hospitals in Akwa Ibom State.
Abstract
This study centred on healthcare service delivery and patients’ satisfaction in public hospitals in Akwa Ibom State. We formulated two specific objectives and hypotheses to guide this investigation. We also adopted a cross-sectional research approach and selected the respondents using simple random sampling. Given the study's infinite population, we used the Topman formula to determine the sample size. The data assembled from the participants was analysed using the simple linear regression technique. Findings from the study demonstrated that patient waiting time (PWT) and healthcare provider-patient communication (HCP-PC) have positive and significant effects on patient satisfaction in selected public hospitals in Akwa Ibom State, Nigeria. The researcher’s conclusion is that healthcare service delivery has a significant positive effect on patients’ healthcare satisfaction in the studied public hospitals in Akwa Ibom State. Based on these findings, public hospitals should prioritise the proper management of patient administrative concerns, as this could potentially reduce patient waiting times. Given that patients place their trust in healthcare workers, it is important for healthcare providers in the studied public hospitals to respect their private healthcare information.
| 3 |
Author(s):
Obafemi Olumuyiwa Olugbenga (Ph.D.), Obisesan Adekunle Abayomi.
Page No : 28-39
|
Effect of Internal Marketing on Organisational Objectives of Manufacturing Companies in Nigeria (A Study of Nigerian Breweries Plc).
Abstract
The study examines the effect of internal marketing on organizational objectives. To determine this, the study establish the effect of organizational value exchange on organizational objectives; determine the rate of organizational internal communication on organizational objectives and examine the effect of training and development on organizational objectives. The analysis of the internal marketing tools in the study showed that variety of internal marketing tools has led the company (Nigerian Breweries Plc) to achieve its organizational objectives. To sustain this achievement, there is need to pay attention towards internal customers (employee). Simple random technique was adopted to select 155 employees of Nigerian Breweries, Lagos. While correlation analysis was adopted to determine the relationship between internal marketing variables (Value exchange, Internal Communication and Training & Development) and organizational objectives (performance). The result reveals the value of the correlation coefficient to be less than the standard 0.05 at 5% significance level, this depicts that internal communication has positive impact on organizational objectives of companies in Nigeria. This results in tandem with the findings of Gordon & Wakibi (2019) that internal marketing and job satisfaction are positive and statistically significantly associated to quality health service delivery. The study conclude that the role of internal communication, value exchange and training and development among employees in manufacturing companies should be given utmost attention, since employees needs exchange of information to drive the marketing capabilities of the organization, identify and merge the values of the organization with the values of the staff to maximize efficiency on the market drive and offer quality marketing trainings and development for the employees to gain competitive advantage and capture the large market within a short period of time.
| 4 |
Author(s):
Obafemi Olumuyiwa Olugbenga (Ph.D.).
Page No : 40-54
|
Essential of Customer Service on Organizational Growth in the Nigerian Telecommunication Industry.
Abstract
In the contemporary business environment, customer service is crucial for organizational success, particularly in the highly competitive Nigerian telecommunication sector. This research investigates the role of customer service in fostering organizational growth at MTN Nigeria. A simple random sampling technique was used to select 250 customers, yielding 216 completed surveys (86% response rate). Descriptive statistics and regression analysis were employed to explore the relationships between customer service response time, problem resolution, and organizational growth. Findings indicated that while customers recognized the importance of timely responses and effective problem resolution, neither significantly predicts organizational growth, with only 4.4% of the variance explained. The results reveal a gap between customer expectations and actual service delivery, highlighting areas for improvement. This study underscores the need for telecommunication companies to enhance customer experience while investing in other growth drivers, such as innovation and market expansion. Future research should explore additional factors influencing growth and consider longitudinal studies to assess the impact of evolving customer service strategies over time.
| 5 |
Author(s):
Ikeotuonye Chiadika Matilda , Udobi Alexander Nnamdi .
Page No : 55-68
|
Challenges of International Investment in Real Estate Portfolio in Nigeria.
Abstract
A real estate portfolio enables investors to diversify their investments and mitigate risk, thereby achieving consistent income through rental yields, property value increases, and various investment returns. It presents opportunities for long-term wealth accumulation and financial stability. Moreso, a foreign investor who is looking to invest in Nigeria has these goals in mind, with an understanding that an effectively managed portfolio can improve cash flow and provide tax advantages. This paper investigates the challenges associated with international investment in Nigeria's real estate sector, which is important for economic advancement yet presents numerous challenges for foreign investors. The study introduces both global and local perspectives and outlines the nature of international real estate investments and their importance to Nigeria's economy. It identifies and analyzes the primary challenges encountered by international investors, including economic factors such as inflation and currency fluctuations, legal and regulatory challenges like land tenure issues, and political instability characterized by policy changes and corruption. Additionally, the paper addresses cultural and social hurdles, such as language differences and local perceptions of foreign investment, along with infrastructural shortcomings, including inadequate urban planning and insufficient facilities. It was recommended that reforms should aim to stabilize the economy, enhance legal clarity, promote political stability, and improve infrastructure. The conclusion highlights the necessity for a comprehensive strategy to attract and retain international investors, detailing measures to alleviate challenges and create a favourable environment for real estate development in Nigeria.
| 6 |
Author(s):
Ogunwale O. (Ph.D.), Isibor A. A. (Ph.D.), Adebola S. P., Ogunwale M. O..
Page No : 69-81
|
The Nexus Between Contributory Pension Funds and Deposit Money Banks’ Profitability in Nigeria.
Abstract
The issue of pension fund management and how pensioners are being owed substantial amount at their retirement year is still a rampaging case in Nigeria. Many do not understand the dynamics of pension fund management. Hence, the main study objective was to investigate the contributory pension funds effect on bank`s profitability. A model was adopted and modified with variables relevant to the course of study like profit after tax (PAT), Pension Funds (PEN) and inflation, and secondary data for each variable was extracted from the banks’ financial statement, PENCOM financial statements, and the CBN statistical bulletin. The data was from periods 2015Q1 till 2022Q4 and was analyzed by using the multiple regression analysis. The study found out that both pension funds and investment were positively significant. The study thus recommended that all pension firms must be monitored frequently so as to reduce the incidence of fraud.
| 7 |
Author(s):
Bolanle G. Adeogun.
Page No : 82-94
|
Relationship Between Organisational Innovation and Organisation Performance: A Study of Nigeria Bottling Company.
Abstract
In an increasingly competitive business environment, the role of organizational innovation as a driver of performance is more crucial than ever. This study investigates the relationship between organizational innovation and organizational performance, with a specific focus on Nigeria Bottling Company. Using a mixed-methods approach, the study explores how innovations in product development, processes, and management systems contribute to enhanced operational efficiency, market share, and financial outcomes. The study adopts a descriptive cross-sectional survey was adopted. The target population for this study consisted of two hundred and forty five (245) staff members from Nigeria Bottling Company. Data was collected through structured questionnaires with key personnel across various departments within the organization and anaysed using descriptive statistics and regression analysis for the hypotheses. The study revealed that film size innovation is vital for company's success in today's highly competitive business environment and lead to higher productivity, meaning that the same input generates a greater output. Innovation, and contribute to firms’ success in terms of better performance in the form of higher profits, lower production costs, more efficient working procedures, and better relationships with customers. Furthermore, finding shows that creativity and innovation helps and improves the work of employees together with improving organizational performance. The study concludes that fostering a culture of continuous innovation is essential for sustaining competitive advantage in the beverage industry. It is therefore recommended that the technological innovation be incorporated at all levels. The management of the organization have to design effective and timely market innovation strategy and communicative it to all staff members to enhance the organizational performance and productivity. Organizations should consider innovation that is either market, product or organization based in order to improve and increase the organisational performance as innovation is significant to new product development, product modification and creation of a new market as experienced in new product lines like increase in online marketing, online purchase of different products and global connection of markets into one.
| 8 |
Author(s):
Sunny Biobele Beredugo, Uduak Bassey Mbang.
Page No : 94-106
|
Organizational Conflict and Productivity Level of Academic Staff in Selected Universities in Nigeria.
Abstract
The study specifically examined the effect of organizational conflict on quality assurance, students’ academic performances, and the reduced rate of plagiarism among academic staff of the University of Calabar and the Micheal Okpara University of Agriculture, Umudike, Abia State-Nigeria. The survey research design was used while data were collected from 282 academic staff of the selected universities. The simple regression and independent t-tests were used for hypotheses tests. It was discovered that organizational conflict significantly affects the quality assurance of academic activities of the universities [tcal = 42.730 > t 0.05 = 1.96] and organizational conflicts lead to a reduced rate of plagiarism among academic staff of the universities. Discovered also was that the performance of the academic staff members during the pre-conflict era was low (M=1.3298, SD=.47266) compared to the performance of staff in the post-conflict (M= 3.5765, SD=.56267). It was concluded that tertiary institutions should occasionally stimulate conflict by encouraging divergent views and rewarding staff and unit/department for outstanding performance.
| 9 |
Author(s):
Timinepere Ogele Court, Kingsley Binaebi Ogbolo.
Page No : 107-120
|
Employee Wellbeing and Job Engagement of Academics in Universities.
Abstract
The study explored the nexus between employee wellbeing and job engagement of academics in universities. The study adopted analytic descriptive quantitative strategy and the target population of the study was 980 lecturers and a sample 284 was selected through stratified sampling procedure. The data collection instrument was a structured questionnaire designed on a Likert 5 point scale of strongly agree to strongly disagree. The instrument was validated through content approach while the reliability of the measurement instrument was determined via Cronbach aipha realizing internal consistency of the measure. The data were collected by distributing to respondents through online platforms and offline means by research assistants. The data collected were analysed by Process Based approach using Partial Least Square Regression with the Smart PLS software version 4. The results indicated that there a significant positive relationship between psychological well-being and job engagement; there was a significant positive relationship between social well-being and job engagement; but there was non-significant negative relationship between subjective well-being and job engagement and there was a significant positive relationship between workplace well-being and job engagement. In view of the findings, we concluded that employee wellbeing is critical to the job engagement of academics in universities and recommended that university authorities should fashion out programmes aimed at fostering the holistic wellbeing of staff members and performance on the job.
| 10 |
Author(s):
Arif Babayev.
Page No : 121-125
|
Supply Chain Resilience for E-commerce: Strategies for Managing Uncertainty and Ensuring Continuity.
Abstract
In today’s volatile global economy, supply chain resilience is essential for e-commerce companies that face dynamic demand and unforeseen disruptions. This study evaluates resilience strategies, focusing on risk management, inventory optimization, and supplier diversification, with an emphasis on financial impacts. Through a combination of qualitative analysis and financial data, the findings reveal that integrating traditional resilience methods with advanced technologies significantly enhances stability and continuity. This article provides a comprehensive framework for managing supply chain uncertainties and offers practical recommendations for e-commerce managers.
| 11 |
Author(s):
Bilal Zaghmout, Francis Chukwuedo Achi, Uma Padmini Ema.
Page No : 126-142
|
Navigating Digital Leadership: How UK-Based Marketing Leaders are Redefining Brand Trust in an AI-Driven Era.
Abstract
This study examines the impact of ethical leadership in AI-driven digital marketing on brand trust among UK consumers. As AI transforms digital marketing through personalisation and predictive tools, concerns about transparency, data privacy, and consumer autonomy have become vital for sustaining trust. Data was collected through 25 semi-structured interviews with marketing leaders and industry experts and three focus groups with UK consumers. The findings underscore the importance of ethical leadership, transparent AI use, and balancing personalisation with privacy in building consumer trust. Case studies of UK brands illustrate the successful alignment of AI with consumer expectations and regulations. This research contributes to digital marketing and AI ethics by offering insights into the relationship between ethical leadership, AI-driven personalisation, and brand trust, highlighting the need for responsible AI frameworks within the UK marketing sector.
