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Author(s):
Isaac A. Power (Ph.D), Odiri V.I.O. (Ph.D).
Page No : 1-21
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After Sales Services as Determinant of Customers’ Patronage of Satellite Products and Services: A Study of South-South Nigeria
Abstract
In this study, we examined whether after sales services serve as determinants of customers’ patronage among selected satellite products/services companies in South-South Nigeria. To offer a novel view on the research theme, three (3) after sales service dimensions were employed, namely; product warranty, installation and delivery. Questionnaire was the major instrument of data collection, which was administered on four hundred respondents out of which three hundred and seventy-three were completely retrieved. Data obtained in were analysed using descriptive, diagnostic and inferential statistical techniques. Findings indicated that there is a significant relationship between the after sales services dimensions (product delivery, installation and warranty)and customer’s patronage of satellite products. The implication of the finding is that after sales services serve as determinants of customers’ patronage. In view of the findings, it is recommended that management of satellite products and services need to enhance their strategic plans aimed at further improving product delivery, installation and warranty by ensuring that their transmissions are more effective than ever before so as to attract more customers, increase profitability and market share. Again, the study recommends that management of satellite products and services need to improve on their product warranty, delivery and installation policies so as to further assure customers of improved and quality products as well as attracting more customers.
| 2 |
Author(s):
Jerome Inemesit Emmanuel, Etuk Samuel George, Udoh Ini Smart.
Page No : 22-36
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Medical Service Dimensions and Patient Satisfaction in Public Tertiary Hospitals in Akwa Ibom State, Nigeria
Abstract
This research examined medical service dimensions and patient satisfaction in public hospitals in Akwa Ibom State. Its specific aim was to determine the joint effects of medical service reliability and tangibility on patient satisfaction in tertiary public hospitals in Akwa Ibom. The researcher adopted the cross-sectional survey research design. Primary data were obtained from 322 patients of tertiary public hospitals using a structured questionnaire. The data were analysed and interpreted using descriptive statistics, while hypotheses testing was done using multiple regression in the Statistical Package for the Social Sciences (SPSS 23). The findings made revealed that medical service reliability and tangibility had significant joint positive effects on patient satisfaction in public hospitals in Akwa Ibom State. Hence, the researcher recommended the following, among others: the services of public hospitals should be made more timely, accurate and dependable so that patients can have the confidence to visit public hospitals whenever they have medical conditions requiring attention and that public hospitals should be refitted with cutting edge medical facilities, technology and technical personnel to ensure that patients have unfettered access to satisfactory medical services.
| 3 |
Author(s):
Abdul-Majeed Yussif, Samiatu Bogobiri Mante.
Page No : 37-53
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Gaining Competitive Advantage in Higher Education Management: Exploring Strategic Management Practices at the University for Development Studies (UDS), Tamale, Ghana
Abstract
In recent times, gaining competitive advantage in higher education management has received the deserved attention from School Managers and Scholars globally. However, in Ghana, much has not been done beyond benchmarking, and gaps still exist both in literature and practice in the area of inimitable strategies employed by public universities in the quest to gain competitive advantage. This study investigated strategy formulation and implementation at the University for Development Studies within the context of quality higher education management. Specifically, the study examined internal stakeholders’ expectations of strategic management practices in quality higher education delivery using questionnaires, interview and focus group guides to collect primary data from students, principal officers and members of staff who were randomly and purposively selected. The findings revealed that internal stakeholders expect management to have a clear vision and mission for the university which should incorporate the interests of all relevant groups, especially those of students. The findings further revealed that the quality of strategic plans, policies, projects, and decisions of management to a large extent determined teaching, learning and research outcomes. To this effect, the UDS’ Pedagogy of the Third Trimester Field Practical Programme (TTFPP) makes the university unique.
| 4 |
Author(s):
Gideon Tayo Akinleye, Opefolu Francis Olatunji, Yunus AbdulRasheed Bolaji, Abdulrasaq AbdulBaki Dauda.
Page No : 54-62
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Combating Financial Crimes through Forensic Audit: Evidence from Nigeria
Abstract
Curbing the menace of financial crimes through forensic audit is imperative due to the global failure of statutory audit. This study therefore examined curbing Financial Crimes through Forensic Audit: Evidence from Nigeria. This study employed a survey research method and obtained primary data sources collated through the questionnaire. The data collected was analyzed using regression models. The research discovered that P-value = 0.00<0.05 level of significance and the regression line is CFCs = 0.335 + 0.746β1 + 0.042β2-0.078β3+ut. The study also found that data based collection and data mining are effective enough and capable of curbing financial crimes in Nigeria, although ratio analysis is weak in doing that. The research concluded that forensic audit techniques are effective in combating financial crimes in Nigerian private sector. This study recommended that forensic audit courses should be given more spaces in the academic curricula of Universities to increase its awareness in Nigeria.
| 5 |
Author(s):
Rosemary Muange, Ambrose Kemboi, Charles Lagat.
Page No : 63-78
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Mediating Role of Dynamic Capabilities on the Relationship Between Organizational Ambidexterity and Firm Performance of Supermarkets in Kenya
Abstract
Several businesses have established successful strategies in order to move their operations toward the desired future position. However, problems with performance have made it difficult to achieve the suggested future position. The possibility to grow and expand has been found in some supermarkets that embrace organizational ambidexterity. Existing research suggests that supermarkets poor performance can be attributed to informal retail competition, a lack of resource exploitation and exploration, ongoing employee training and development, and consumer preference for convenience because most informal retail locations are more easily accessible. Dynamic capabilities are a firm's ability to adapt and respond to changing environments effectively. They involve processes, routines, and skills that enable an organization to identify, assess, and seize opportunities or respond to threats. Examples of dynamic capabilities in the supermarket industry might include the ability to quickly adjust product offerings in response to changing customer preferences or rapidly reconfigure supply chain operations in response to disruptions. Dynamic capabilities can mediate the relationship between organizational ambidexterity and supermarket performance by enhancing exploration and exploitation. Organizational ambidexterity involves both exploration and exploitation activities. Dynamic capabilities play a crucial role in facilitating these activities. Supermarkets operate in a dynamic and competitive environment. Dynamic capabilities help them adapt to changing market conditions. For example, if a supermarket identifies a shift in customer preferences towards organic products, dynamic capabilities can help in quickly sourcing and stocking these products, thereby improving performance.
| 6 |
Author(s):
Stephen Olajiire Oluwatukesi, L. A. Balogun, Temituope Esimajemite Oluwatukesi, Boluwaji Gbenga Jaiyesimi.
Page No : 79-93
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Entrepreneurial Orientation and Customer Satisfaction of Family-owned Business in Lagos State, Nigeria
Abstract
This study investigates the effects of entrepreneurial orientation on customer satisfaction of family-owned businesses in Lagos State, Nigeria. The study adopted a cross-sectional survey design and computed a sample size of three hundred and sixty-eight (368) from The Nigerian Association of Small and Medium Enterprises NASME database of registered family businesses of eight thousand three hundred and ninety-six registered family-owned businesses in Lagos State using the Cochran sample size formula. The senior staff and owners of family-owned businesses in Lagos State were purposively selected to fill out the structured questionnaires of the study. The questionnaires were adapted from previous studies and validated via a pilot study conducted in the Oluyole industrial area of Ibadan southwest, Oyo State, Nigeria. The study adopted SPSS version 25 for the descriptive statistics and SmartPLS version 4.0 for the inferential statistics to analyse the data. The study's findings revealed that entrepreneurial orientation influences 31.6% of customer satisfaction, while the remaining 68.4% can be explained by the other exogenous variables different from customer satisfaction. The study concludes that entrepreneurial orientation positively influences the customer satisfaction of family-owned businesses in Lagos State, Nigeria.
