Customer Service Strategies of Retail Organizations in the Niger Delta Area of Nigeriay

Banabo Ekankumo ； Ndiomu Kemebaradikumo ； Koroye Braye

《Asian Journal of Business Management》 3卷3期 (2011/08) Pp. 219-227

並列摘要

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.

並列關鍵字

Customer attitudes ； customer services ； service expectations ； strategy