Employee training on customer satisfaction: Mediating Role of Employee Performance and the Moderating role of Job autonomy (Published)
This study focused on proposed hypothetical model to explore the association between employee training and customer satisfaction of retail sector in Pakistan, while observing employee performance in mediating role and job autonomy in moderating role. The study was conducted by cross-sectional survey among employees and customers of selected organizations of Rawalpindi and Islamabad cities, respectively. Sample consists of 224 employees and data collection was done by the distribution of structured questionnaires through convenience sampling technique. In statistical analysis to draw conclusions analytical tools such as reliability, correlation, and regression analysis were used. From results it was observed that there was a positive association between employee training and customer satisfaction. Also, the results of the study supported the highly significant mediating role of employee performance on the association between employee training and customer satisfaction. Similarly the results confirmed the moderating role of job autonomy between employee training and customer satisfaction. So it is well concluded that retail companies should introduce training of employees which will enhance their performance and will help them deliver a better customer service and definitely customers will be satisfied. Similarly if employees are well trained, so they will act and work autonomously which will boost customer satisfaction
Influence of Customer Relationship Management on Customers’ Retention in the Insurance Industry in Accra, Ghana (Published)
The study examines the influence of customer relationship management on customers’ retention in the insurance industry in Accra, Ghana. The objective of the study was to examine the relationship between customer relationship management and customers’ satisfaction in the insurance industry in Accra, Ghana; to determine the relationship between customer relationship management and customers’ retention in the insurance industry in Accra, Ghana and; to identify the challenges obstructing customer relationship management’s strategies in the insurance industry in Accra, Ghana. Convenience sampling technique was used to gather data form a sample of 200 customers of insurance firms in Accra, Ghana, using structured interview guide and data analyses carried out using SPSS version 20. The findings of the study showed a direct effect of customer relationship management on customers’ satisfaction. Also, the study revealed a significant positive relationship between customer relationship management and customers’ retention. Based on these findings, the study recommends that the insurance industry in Accra, Ghana, should continue to deliver excellent customer service to customers in order to keep satisfying them. This can be achieved by understanding their expectations and meeting them. More so, the study recommends insurance firms in Accra, Ghana, to continue to deliver value laden-relationships with customers in order to keep retaining them since retention is key in any given competitive business environment.
TELECOMMUNICATION SERVICE DELIVERY AND CUSTOMER SATISFACTION: A STUDY OF TELECOM SUBSCRIBERS IN OGUN STATE, NIGERIA (Published)
The objective of the study was to determine the extent to which telecommunication service providers in Nigeria have satisfied the needs of their numerous customers in Ogun State, Nigeria. Descriptive survey research design was adopted as the study guide. Convenience sampling technique was used in which four hundred and twenty three (423) copies of questionnaire were administered to selected telecom service subscribers from three geo-political districts of Ogun State, Nigeria in which four hundred and two (402) copies of the research instrument were filled and returned. Pearson Product Moment correlation was used to analyse the data gathered from the respondents. The study revealed that service quality and customer service have no significant relationship with customer satisfaction, while there is a significant relationship between price and customer satisfaction. The study concluded that satisfied customers will keep patronizing the business entities and tell others about their good experiences, while dissatisfied customers will withhold their patronage and tell others about their unpleasant experiences. It was recommended that telecom service providers must be fully committed to quality service so as to ensure optimal quality service delivery