Browsing by Author "SULU BABAITA ISIAKA"

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    SERVICE QUALITY AND CUSTOMERS’ LOYALTY IN A SELECTED RETAIL BUSINESS IN LAGOS STATE, NIGERIA: QUANTITATIVE ANALYSIS
    (International Journal of Entrepreneurship, Innovation and Management, A Journal of the Department of Business & Entrepreneurship, Kwara State University, Malete, 2023-02-09) Adebayo Adeyemi Abdulwasiu; ZEKERI ABU; SULU BABAITA ISIAKA
    The study examined the service quality and customer loyalty in selected retail businesses in Lagos state, Nigeria. Quantitative research method was used as a research design; the population size was infinite as the study focused on customers of the 19 selected retail stores across Lagos state. Godden (2004) model sample size was adopted and 246 were determined as sample size, a multistage sampling technique was utilized while structured self administered questionnaire were used to collect the primary data. Out of the 246 copies of the questionnaire that was administered, 150 were finally retrieved and inputted for analysis. Standard multiple regression (SPSS version 26) was adopted to analyzed the quantitative data. Findings from the tested hypotheses revealed that all the 2 predictors variables significantly explained the dependent variables, the test of the hypothesis at 0.05(5%) level of significance did not support HO1and H02with p<0.000 respectively, jointly and significantly affected corporate reputation (r=0.720, Adj. R2 =49%) and corporate branding (r=0.545, Adj. R2=35%). The study concluded that high customer loyalty is achieved when the retail service providers are able to have excellent service quality programs that will assist the firm in achieving the mission of attracting customers and reduce the rate of customer defection. Consequently, the study recommended that the service providers should try to package their communication strategy in a way that would create awareness, arouse interest and desire and elicit actions of their customers towards their stores.
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    THEMATIC ANALYSIS OF SERVICE QUALITY AND CUSTOMER LOYALTY IN SELECTED RETAIL BUSINESSES IN LAGOS STATE, NIGERIA
    (Kaduna Marketing Review, A Journal of the Department of Business Administration, Kaduna State University, Kaduna, 2023-11-10) Adebayo Adeyemi Abdulwasiu; ZEKERI, ABU; SULU BABAITA ISIAKA
    In today’s business world, customers expect high-quality services from their organization. The mutual relationship that supposes to co-exist between customers and retailers is important for both the consumers and the service providers. This study examined the service quality and customer loyalty in selected retail businesses in Lagos state, Nigeria using thematic analysis. Qualitative method was used as a research design; the population size was infinite as the study focused on customers of the 3 selected retail businesses (Shoprite, spar and Buyrite) in Lagos. Face-to-face interview was used to collect the primary data; four respondents were interviewed for the study. The data was analyzed through the help of Nvivo software version 12. Furthermore, from the outcome of the qualitative analysis, there was significant relationship between the independent variables and dependent variables through the semi-structured interviewed held with the 4 participants. The study is concluded with the observation that not all customers who got satisfied through good quality services provided by stores, in turn develop loyalty towards the store. This invariably means that not all customer satisfaction leads to customer loyalty. The study further recommended that service providers as a matter of necessity need to work on customer service delivery program that will have the intention of generating enduring customer relations with the objectives of attracting new customers, maintaining the existing ones, create brand awareness and enhance customer loyalty.