Browsing by Author "Muritala Arowolo Alao"

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    Effect of Innovative Customer Services on the Experience of EndUsers in Telecommunication Industry
    (African Journal of Management and Business Research, 2023-07-31) Muritala Arowolo Alao
    Nigerians keeps different Sims cards from telecom service providers due to poor service quality. Network congestions, calls drops, service failure and connections problem are some of the customers experience. Thus, the study examines the influence of innovative customer service on end-users experience in Nigeria Telecommunication industry. Specifically, the study determined the extent to which interactive customer service affect customer satisfaction; evaluate the influence of supportive services innovation on improve customer loyalty. Quantitative method was used and survey design was adopted for this study. Validated structured questionnaire was used to elicit information from the respondents. Descriptive and inferential statistics was used to analyse the collated data. The findings revealed that interactive customer service and supportive services innovation are both significant in predicting customer satisfaction and customer loyalty. The study concluded that innovative customer service statistically significance in influencing enduser experience. The study recommended that network service providers should improve service quality, imbibed culture of sustainable signal and developing innovative service to meet customers’ needs and demands.
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    Ethnicity and Workplace Behaviour: An Empirical Examination of Counterproductive Work Behaviour among Employees in Niger State Polytechnic, Zungeru
    (UMYU Journal of Business Administration and Management, 2026-05-30) Muritala Arowolo Alao; Musa USMAN; Abdulakeem AMUZAT; Kayode Abdulganiyu AKANBI; Oseni Jiddah ABDULRAHEEM
    This study empirically examines the relationship between ethnicity and counterproductive work behaviour among employees at Niger State Polytechnic, Zungeru. Drawing on Social Identity Theory, the research investigates how ethnic affiliations, social categorization, and group dynamics influence workplace deviance in a multicultural institutional setting. The study adopted a quantitative research design utilizing a survey method. Data were collected using selfadministered questionnaires from a stratified random sample of 370 academic and non-academic staff. Data analysis was performed using multiple regression analysis to test the impact of ethnicity variables including ethnic background, language diversity, group effectiveness and inter-tribal cohesion on employee counterproductive work behaviour. The results indicate a high positive correlation (r = 0.716) between ethnicity variables and counterproductive work behaviour. However, the overall model generated an aggregate significance level of 0.512, leading to the acceptance of the null hypothesis that ethnicity does not have a significant relationship with counterproductive work behaviour at the p < 0.05 threshold. While specific variables such as ethnic background, group effectiveness, and inter-tribal cohesion were all significant. The study concludes that ethnicity does not serve as a primary driver of counterproductive work behaviour within the institution. Instead, strong ethnic identities may foster benefits such as cultural respect and cross-ethnic evaluation, which can mitigate deviance. The study recommends that management promote institutional cohesion and discourage the use of unofficial languages during task execution to maintain professional communication and minimize potential social divisions.
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    Service Convenience and Customer Satisfaction Enhancement: An Analysis of In-Store retail operations in Ilorin
    (NIGERIAN JOURNAL OF RURAL FINANCE AND ENTREPRENEURSHIP (NJRFE) Ahmadu Bello University, Zaria,Nigeria, 2025-06-12) Muritala Arowolo Alao; Yusuf Ismaila (Ph.D); Zekeri Abu (Ph.D)
    Customer satisfaction is crucial for retail business success, influencing customer loyalty, repeat purchases, and brand perception. While service convenience is widely recognized as a key driver of satisfaction in e-commerce and self-service industries, its impact in traditional Nigerian retail settings remains uncertain as most of the traditional retailers has not really explore the opportunity of service convenience in attracting customers. This study investigates the effect of service convenience on customer satisfaction in Nigeria retail businesses with three retail stores been selected in Ilorin Kwara State. A quantitative research design was employed, with data collected from 240 respondents using structured questionnaire. Regression analysis revealed that service convenience does not have a statistically significant impact on customer satisfaction (B = 0.052, p = 0.538), with weak correlation and low explanatory power (R² = 0.008). The ANOVA results further confirmed this insignificance (F = 0.463, p = 0.763), indicating that other factors such as product quality, pricing, and customer service interactions play a more dominant role. The study concludes that while service convenience will certainly enhance the overall customer experience, it is not a primary determinant of satisfaction in traditional retail settings. Businesses are encouraged to focus on improving product quality, enhancing service responsiveness, and strengthening customer engagement strategies to foster customer trust and retention.
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    WORK FLEXIBILITY AND EMPLOYEES’ PERFORMANCE IN HOSPITALITY INDUSTRY
    (Journal of the International Centre of Excellence for Rural Finance and Entrepreneurship (ICERFE), Ahmadu Bello University, Zaria,Nigeria, 2024-12-19) Muritala Arowolo Alao
    The study looks into how work flexibility affects employee performance in selected hotels in Ilorin metropolis. The three selected hotels for the study are; Noktel Hotel and suite, G- Pinnacle hotels, Phoenix hotels, Ilorin. The goals of the study are to analyze the effects of part-time employment on worker output, the relationship between job sharing and employee job happiness, and the impact of part-time employment on employee job satisfaction. The goal of this study links increased flexibility in the work flexibility, the allocation of work hours, and the number of hours performed .This type of arrangement provides employees more discretion over how much work they choose to perform, where and when it gets done. As a result, there are more options for workers to strike the ideal balance between work, job sharing, productivity, and job happiness. This study examines the impact of job sharing and part-time working arrangements on employee satisfaction and productivity at the three selected hotels in Ilorin, Nigeria. The study employed a closed-ended questionnaire to obtain data from 97 respondents and adopted the survey method (48 males and 49 females). Data was analysed using regression analysis through SPSS to test hypothesis. The results showed that effective flexible working arrangement has significant relationship with employees’ performance. The finding however shows positive and strong relationship between the variables used to measure the two construct after the postulation of the two hypotheses which invariably declares that flexible working arrangement play significant role on employee