Browsing by Author "Majidi, Baduru"

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    Customer Care Practices, Customer Satisfaction, and Business Performance.
    (2023) Majidi, Baduru
    The purpose of the study was to establish the relationship between customer care practices, customer satisfaction, and business performance. A cross-sectional, quantitative research design was used. Both purposive and simple random sampling techniques were used to select 280 petrol station staff members. A self-administered questionnaire was used to collect data. The validity and reliability tests of the tool was done and the results showed that all the variables under study were relevant and reliable with Cronbach’s alpha statistic above the 0.70 threshold were considered. And out of 162 questionnaires issued, 150 questionnaires were duly filled and returned representing a response rate of 92.5% which was adequate for analysis. The correlation analysis results showed that there is a positive and significant relationship between customer care practices and business performance (r = .830). Similarly, the results showed that there exists a significant relationship between customer satisfaction and business performance (r = .792). The results further show that there exists significant and positive relationship between customer care practices and business performance (r = .687). This implies that a change in both customer care practices and customer satisfaction lead to a change in business performance. The regression analysis results of the constructs showed that customer satisfaction (Beta .712) have a positive and significant effect on business performance. While customer care practices (Beta .096) have a positive but insignificant effect on business performance. Much as both constructs are predictors of business performance, customer satisfaction is better predictor of business performance compared to customer care practices. Based on these findings, petrol station management need to put in place systems that maximize customer satisfaction, such as empowering their staff, consistency in quality of services, reducing on waiting time, offering valve for money to the customers so as to improve business performance.