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Abstract
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Article Information:
Customer Service Strategies of Retail Organizations in the Niger Delta Area of Nigeriay
Banabo Ekankumo, Ndiomu Kemebaradikumo and Koroye Braye
Corresponding Author: Banabo Ekankumo
Submitted: 2011 June, 12
Accepted: 2011 August, 08
Published: 2011 August, 15 |
Abstract:
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Many public and private owned outlets incur so much loses in their activities because of the kind
of service they offer to the public. These services go a long way to influence their attitudes of the customers.
But this is not to a great extent considered by the owners. Since the customer is the reason for the
survival/growth of the firm it becomes necessary to sample the attitude or possible reaction of customer towards
the services of the retail organization. To achieve this study, both secondary and primary data were collected.
The secondary data were collected through textbooks, journals, past projects etc. While the primary data were
collected through questionnaires distributed to customers who patronize retail outlets in the Niger Delta. And
the main statistical tools used to analyze the survey results in simple percentage and the chi-square. The result
from the analysis revealed that customers have a fairly negative attitude forwards services actions at the retail
outlets. It is thus recommended among other things that management and staff should provide adequate services
to customers putting the customers at the centre of their focus. It is hoped that this study would help retail
organization management and enable them to understand customer attitudes better thereby enhancing common
understanding between them, and mutual business relationship.
Key words: Customer attitudes, customer services, service expectations, strategy, , ,
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Cite this Reference:
Banabo Ekankumo, Ndiomu Kemebaradikumo and Koroye Braye, . Customer Service Strategies of Retail Organizations in the Niger Delta Area of Nigeriay. Asian Journal of Business Management, (3): 219-227.
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ISSN (Online): 2041-8752
ISSN (Print): 2041-8744 |
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