This study investigates the nature and strength of key factors influencing customer complaint behavior (CCB) in the organized road transport industry in Imo State, Nigeria. Using questionnaire in a survey, 348 respondents drawn from the customers of seven organized road transport firms. The study reveals, principally, that all the six hypothetical constructs (situational, demographic, psychological, service-provider, purchased-service factors, and industry condition) have a significant impact on customer complaint behavior. Further, among the twenty-three antecedents evaluated, a gender of respondents and the size of the company are not significant predictors of customer complaint behavior. A new model of customer complaint behavior for sustainable business development in capacity building is proposed with critical attention to the customers’ identified critical areas of service failure while consolidating on the identified factors influencing patronage of the organized road transporters. The role of government in providing and enforcing effective regulation is also emphasized.
This paper titled, "Analysis of the negative effects of the automated teller machine (ATM) as a channel for delivering banking services electronically in Nigeria" proposed that the ATM system of delivering banking services not only contribute to the increasing rate of bank fraud but equally lures Nigerians into profligate expenditure. Using a sample of 600 respondents conveniently selected from two states of the federation (Lagos and Anambra), and analyzing the hypotheses formulated with chi-square, it was found that results were consistent with the propositions made. Against these backdrops, it was recommended that banks should; strive to increase their security layers to subvert the tricks of web scammers, limit the amount which customers may be allowed to withdraw at a time and provide electronic alerts to customers' phone for all transactions carried out on their bank accounts through ATMs, cooperate instead of competing in stemming the ATM fraud menace and educate customers on the need to safeguard their PINs. Government was encouraged to; promulgate laws that will guide e-business including ATMs in Nigeria, provide employment, check the indiscriminate issuance of ATM cards by banks and so on. Customers were advised to; avoid replying unsolicited mails and text messages, not to compromise their PINs, maintain a separate account which is not placed under ATM if they are given to impulsive expenditure. Interested researchers were as well given a focus for further research.
Branding is one of the most intriguing marketing strategies used for the purpose of winning or over coming competition; its efficacy is not in doubt. This research work is therefore an investigation into the impact of branding on consumer choice for bottled water, with special focus on the contributory roles of its various elements in impacting consumer behavior. It was discovered among other things, that of all the elements of branding, company-of-make and packaging play a greater role than brand name and brand mark, in terms of influencing consumer choice for bottled water. It was against this backdrop that this research work proposed two models namely; Review of Consumer Buying Behavior Process 1 and 2. It equally recommended among other things that firms should focus more attention on the company name and packaging but should also integrate brand name and brand mark as supportive elements in fashioning an effective branding strategy for beating competition. More emphasis should equally be laid on institutional rather than brand advertising.
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