| 1 |
Author(s):
Nwafor Dorathy Ozioma, Anyasor Okwuchukwu Marcus.
Page No : 1-19
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Marketing Public Relations and Consumer Patronage of Bank Products in Anambra State, Nigeria
Abstract
The study investigated the extent public relations dimensions of customer care service, service quality, and cashiers’ relations offered by commercial banks in Awka, Anambra state of Nigeria influence consumers to patronize the banks. A sample of 176 functional staff proportionately drawn from eight commercial banks in the study territory was interviewed with the questionnaire. Frequency tables, mean ratings, Pearson correlation coefficient were used in analysing the data. Results indicated that customer care service has a significant positive influence on consumers’ product awareness; service quality has significant effect on customers’ patronage; and cashier relations influences customer patronage. The study therefore, concluded that marketing public relations tools of customer care service, service quality and cashier relations of the banks have significant positive relationship with patronage of the firms’ products by the customers. Thus, it recommended that the banks should strengthen their customer care services; institute a periodic reward system for customers; and continuous cashiers' evaluation and retraining on best or improved relational approaches in dealing with customers.
| 2 |
Author(s):
Lucky Ajor, Lawrence O. Alikor.
Page No : 20-36
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Innovative Mindset and Organizational Sustainability of Small and Medium Enterprises in Rivers State, Nigeria
Abstract
This study examines the relationship between innovative mindset and organizational sustainability of Small and Medium enterprises in Rivers State, Nigeria. The study adopted the cross-sectional survey of the quasi-experimental design while the probability simple random sampling techniques were used to ensure equal chance of being selected. The theoretical foundation was built on the Resource Based View Theory of the firm. The population of the study consist of 1,200 owner/managers and supervisors of the small and medium enterprises operating in Rivers State, Nigeria. The sample size of 300 participants was derived, using the Taro Yemen sample size determination formula. The study made use of 50 selected accessible enterprises in Rivers State. Data were collected through a structured questionnaire survey on the respondents while the data analysis was done using the Spearman Rank Order Correlation Coefficient with the aid of the statistical package for social sciences (SPSS) version 21. The study revealed that a positive significant relationship exist between the predictor variable (innovative mindset) and the criterion variable (organizational sustainability). This was evidence from the fact that the null hypotheses tested were all rejected, giving room for the acceptance of the alternate hypotheses. Based on the revelation, the study concludes that SMEs chief executives, managers and employees should be entrepreneurial innovative in practicing organizational sustainability by initiating a strategic actions and campaigns towards achieving eco-innovation, that will thrive small and medium enterprises in Nigeria. The study therefore, recommends that Small and Medium Enterprises should adopt the application of sustainability initiative goal (2030) by the United Nations World Commission on Environment and Development on industry, innovation and infrastructure aimed at building resilient infrastructure, promote inclusive and sustainable industrialization and foster innovation for sustainable performance.
| 3 |
Author(s):
Ibrahim Ofosu-Boateng.
Page No : 37-54
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Effect of Sales Promotion and Relationship Marketing on Customers’ Retention in the Telecommunication Industry in Accra, Ghana
Abstract
The study examines the effect of sales promotion and relationship marketing on customers’ retention in the telecommunication industry in Accra, Ghana. Convenience sampling technique was used to gather data form a sample of 150 customers of telecommunication firms in Accra, Ghana, using structured interview guide and data analyses carried out using SPSS version 22. The findings of the study showed bonuses as the most favourably, sweepstakes and contest as favorable, price discounts as less favorable and sample as the least favorable sales promotion method(s) used by telecommunication firms in Accra, Ghana, to retain customers. Also, the study revealed a moderate but significant relationship between sales promotion and customers’ retention. Based on these findings, it was recommended that the use of bonuses, sweepstakes and contest as methods of sales promotion should be encouraged since its potency in influencing retention is high whist reducing the use of price discount and avoiding the use of sample since its retention capability is not realized in the industry. Additionally, the study recommends telecommunication firms in Accra, Ghana, to continue the use of sales promotion in order to keep retaining customers but caution its abuse since it has the propensity of brand damage.
| 4 |
Author(s):
Akintokunbo Oluwarotimi Odunayo (Ph.D), Obomanu Fubara Kelvin, Akintokunbo Oluwatosin Y.
Page No : 55-66
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Assessing the Influence of Flexible-Work-Option as a Precursor of Work Life Balance on Employee Productivity of Logistics Companies in Rivers State Nigeria
Abstract
This paper assesses the influence of flexible work option as an indicator of work-life balance on employee productivity of logistics companies in Rivers state, Nigeria. We adopted a survey research design, with a population of 1300 staff of logistics companies in Rivers state, and a sample size of 285 while Bowley’s proportional allocation method was used to survey the participating companies. Data generated from the survey were subjected to statistical analysis using frequencies, mean scores, standard deviations, spear rank order correlation coefficient with the aid of statistical package for social sciences. The findings revealed that there is a positive association between flexible work options on employee productivity of logistics companies. Therefore, we conclude that a statistically significant and positive association exist between flexible work option and employee productivity of logistics companies in Rivers state. Hence, we recommend that: logistics companies should consciously design and fashion out a flexible working option that will create a change of environment and positively enhance employees’ well-being in order to achieve a high-spirited workforce. And that, Management of logistics companies should effectively adopt alternative work arrangement so as to create a family-friendly atmosphere that will appeal to and attract competent employees for better productivity.
| 5 |
Author(s):
Rev. Sister Eugenia Ofodeme.
Page No : 67-75
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Effect of Leadership on Organization Improvement and Innovation
Abstract
This research investigated effect of leadership on organizational improvement and innovation, specific objective is to examine the effect of leadership on organizational improvement and innovation to examine the influence of effective leadership on organizational improvement, find out the influence of effective leadership organization change and determine the influence of effective leadership on organizational innovation. Leadership is one of the main factors in bringing positive change to the organization; if there is no leadership in the organization, they will not be able to change in the direction they desire and could experience negative change instead. Conclusions were made that leadership is essential in managing change and change is the only method to sustain the organization in the current business environment. As usual, change is hard for people, people will feel uncomfortable because of change and even sometimes deny the change, continue as they are and be eliminated by the environment. The study recommended that leaders should embrace change when necessary to help organization grown and be stable and leaders should be innovative to move along with trends in the organization and uplift the product of the organization.
| 6 |
Author(s):
Ogunode Philips Olatunde, Olowe Temitope Sunday , Abereola Samuel Niyi.
Page No : 76-94
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Complaint Management and Customer Loyalty Among Aviation Customers in Ekiti State, Nigeria
Abstract
The study assessed complaint handling and service recovery in the Nigerian Aviation Industry using Hirshman theory. In this survey, behaviours exhibited by clients in typical complaint situation usually evidenced in local airports in Nigeria; strategic approaches that local airline operators adopt to respond to complaint and the main service failures evidenced in service delivery in the Nigerian aviation industry were examined. Data for this study was collected using structured questionnaire containing 22 questions. Out of 195 questionnaire that were distributed, 178 (91.3%) were returned. The research finding revealed that all the three airlines receive clients who at any point in time will exhibit various complaints behaviours during service failures; they do not pay serious attention to complaints lodged by customers and there are possible and visible areas of failure in the three airlines .It was recommended among others that the operators of all the three airlines must offer some kind of service support to all passengers who will in the near future be experiencing and affected by service failures. Assistance to be provided can be based on different dimensions of the needs of passengers.
