E-SERVICE QUALITY EXPERIENCE AND CUSTOMER LOYALTY: AN EMPHASIS OF THE NIGERIA AIRLINE OPERATORS
Journal Title: European Journal of Business and Social Sciences - Year 2012, Vol 1, Issue 9
Abstract
The aim of this study is to empirically evaluate the impact of electronic service quality experience on customer loyalty in the Nigeria airline sector. In measuring E-SQE the work of Wolfinbarger and Gilly (2002) was adopted like Website design and reliability, while the work of Wulf and Odekerken (2003) was adopted to measure customer loyalty CL, like Repeat Purchase. The researchers’ used questionnaire instrument designed with a 5point Likert Scale from strongly disagree “1†to strongly agree “5â€. The researchers’ adopted convenience sampling in selecting two airline operators in the industry. Thereafter used simple random sampling to select a sample of 100 customers of this operators. Face and content validity were used to ascertain if the questions on the instrument are valid, while Cronbach alpha was used to ascertain the reliability of the instrument and a 0.978 reliability level was ascertained. A total of 90 copies of the instrument were returned used, while 10 unused were returned. In analyzing the respondent demographics, tables, simple percentages were used, while regression analysis was used to test the two hypotheses of the study with the ease of statistical package for social sciences SPSS version 17.0. Findings revealed that there is a positive correlation between website design of a company and customers repeat purchase, also findings revealed that the reliability of a company’s on-line service impact on customers repeat purchase. We therefore, concluded that Website design and Reliability of e-service quality impact on customers repeat purchase in the aviation industry. The study recommended that since it is essential to meet customers expectation through reliable service and accessible website design, managers of the airline companies should deliver on their promise since it is a significant driver of customer satisfaction which will culminate into customer loyalty, in other words attracts repeat patronage on the airline products or services.
Authors and Affiliations
ANDY FRED WALI| DEPARTMENT OF MARKETING IGNATIUS AJURU UNIVERSITY OF EDUCATION, PORT HARCOURT NIGERIA andim4u@yahoo.com andim4u@gmail.com 08039489904, BRIGHT C. OPARA PhD| DEPARTMENT OF MARKETING RIVERS STATE UNIVERSITY OF SCIENCE AND TECHNOLOGY, PORT HARCOURT NIGERIA
Keywords
Related Articles
- EP ID EP10207
- DOI -
- Views 385
- Downloads 18
A STUDY BASED ON DETERMINING THE LONELINESS LEVELS OF HOSPITAL EMPLOYEES
In this study, it is aimed to determine the loneliness levels of private hospital employees and examine whether there is demographic difference in their loneliness level. The study was done in May 2016 in a private ho...
THE EFFECTS OF TWO MAJOR IMPACTS ON ORGANIZATIONAL CULTURE ALIAS UNIVERSITY-AU EAD IN 2013
Article monograph discusses the effects of two impacts on organizational culture Alias University-AU EAD in 2013. We present concepts of organizational culture and change in the same relating to the experience of the...
THE COMPARATIVE ANALYSIS OF SOME EASTERN EUROPEAN CORPORATE GOVERNANCE STANDARDS AFTER THE GLOBAL CRISIS
The aim of this paperwork is to present a set of comparative corporate governance (CG) standards in some Eastern European countries including: Bulgaria, Romania, and Hungary, plus 2012 CG practices for microfinance in...
THE DIFFUSION OF AN AUTHORITARIAN INNOVATION IN THE IMPLEMENTATION OF THE E-ACCOUNTING IN MEXICO
Aproblem that affects several countries in the world is the low tax collection. According to the Organization for the Cooperation and Economic Development, Mexico has a low tax revenue despite the fact that its income...
MANAGEMENT OF NIGERIAN UNIVERSITIES AND COMMUNITY SERVICES
The study investigated the organization and management of communities’ services in Nigerian universities which is one of the tripart activities of the university, following the attitudes of insensitiv...