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Relationship marketing and customer loyalty:a customer service approach in nigerian companies. in nigerian companies

Scholastica Udegbe, Adekunle.A. Idris and Tajudeen .A. Olumoko
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Scholastica Udegbe: Marketing Unit, Department of Business administration and Management Technology. Lagos State University, Ojo, Lagos, Nigeria.
Adekunle.A. Idris: Marketing Unit, Department of Business administration and Management Technology. Lagos State University, Ojo, Lagos, Nigeria.
Tajudeen .A. Olumoko: Marketing Unit, Department of Business administration and Management Technology. Lagos State University, Ojo, Lagos, Nigeria.

Manager Journal, 2010, vol. 12, issue 1, pages 167-176

Abstract: This paper examines relationship marketing and customer loyalty from the approach of customer service-using some selected companies in Nigeria as a case study. The study clarifies the role of relationship marketing in customer services toward the achievement of customer loyalty via customer services among a sample of some selected companies in Nigeria. The study is a survey which uses a literature based research instrument [questionnaire] to measure the application of relationship marketing in customer services to achieve customer loyalty. Structured, close ended questions were used to collect primary data from the respondents. A six point likert scale ranging from “very high extent†to “no extent at all†was used to measure the level of the application of relationship marketing through customer services that aid customer loyalty. 2,400 respondents were selected based on convenience sampling method and stratified into the categories of Manufacturing, Service and Others, operating in Nigeria. Data were analyzed using descriptive statistics and chi-square analysis. The research instrument shared high reliability and validity. The major findings of the study were as follows: In Nigeria, there is significant relationship between relationship marketing practice in customer service operation and customer loyalty, relationship marketing can be used to increase sales through customer loyalty via effective customer services and that relationship marketing has positive effect on customer satisfaction and organizational profitability.

Keywords: Relationship Marketing; Customer loyalty; Customer Service; Relationship Marketing Strategy and Nigeria. (search for similar items in EconPapers)
Date: 2010
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