Kalu Alexanda is a lecturer and a dedicated researcher who have contributed to existing literatures in Management and social sciences. With host of international and local publications
The effect of industrial development on the economic growth of Nigeria has over the past decade b... more The effect of industrial development on the economic growth of Nigeria has over the past decade been a recurring issue for analysis like every economy most especially developing economies. Nigeria has enjoyed a long period of sustained economic growth since 2001 and yet, there is poor contribution from the industrial sector to the country’s GDP. There are various studies that have supported that industrial development is a pathway to sustainable economic growth. Thus, this research investigated the effect industrial development on the Nigeria’s economic growth 1973 - 2013. PC Give 8.00 version statistical package was used to analyze the secondary data that was collected from National statistical bulletin. GDP was used as the dependent variable, while foreign direct investment, industrial output, total savings and inflation was used as the independent variables. The model explain that the influence of industrial output on economic growth is not statistically significant, though the s...
International Journal of African and Asian Studies, 2017
Over the past years data warehousing and data mining tools have evolved from research into a uniq... more Over the past years data warehousing and data mining tools have evolved from research into a unique and popular business application class for decision support and business intelligence. This paper focuses on presenting the applications of data mining in the business environment. It contains a general overview of data mining, providing a definition of the concept, enumerating six primary data mining techniques and mentioning the main fields for which data mining can be applied. The paper also presents the main business areas which can benefit from the use of data mining tools, along with their use cases: retail, banking and insurance. Also the main commercially available data mining tools and their key features are presented within the paper. Theoretical and empirical literature was reviewed and various gaps in literature were identified. Besides the analysis of data mining and the business areas that can successfully apply it, the paper suggested and concluded that firms and schola...
Over the past years, matured product management has a global issue among international players. M... more Over the past years, matured product management has a global issue among international players. Matured product management has become a matter of considerable importance due to the large number of product that is available in the market place and the fierce competition that is being experienced. Product life span is short-lived as a result of competitors’ actions without recouping its initial capital investment and most of the products die at its maturity stage. The paper focuses on presenting the applications of marketing strategies on matured product management and the key areas that the management effort can be focused on so as to ensure sustainable product life cycle management, most especially for products at its maturity stage. It was ascertained that Marketers usually try to extend each stage of the life cycles for their products as long as possible. Product life cycles can stretch indefinitely as a result of strategic decisions designed to increase the frequency of use by cu...
The purpose of this research study is to give a better understanding of custom-ers' perc... more The purpose of this research study is to give a better understanding of custom-ers' perception of value from eCRM features on airline e-ticketing Websites. Mul-tiple case study strategy was chosen and empirical data was collected from seven cases through in-depth interviews. ...
Purpose Although customer experience has been widely researched, its effects on behavior toward a... more Purpose Although customer experience has been widely researched, its effects on behavior toward a government policy are still unclear. Drawing on two theories with some similar and opposing perspectives, the purpose of this paper is to investigate the effect of three components of customer experience (i.e. utilitarian experience, hedonic experience and relational experience) and customers’ intention on behavior within the context of the BVN policy implemented by the Nigerian apex bank. Design/methodology/approach Data emerged from one of the most populous districts in south-eastern Nigeria. Participants were recruited by mall-intercept. Out of the 283 participants approached, 246 participated but only 82.9 percent were valid for analysis. After subjecting data to statistical screening to confirm its suitability for parametric statistical analysis and examining data for the potential effects of common method variance as well as sample representativeness, a partial least squares struc...
Monetary policy is one of the macroeconomic instruments with which monetary authority in a countr... more Monetary policy is one of the macroeconomic instruments with which monetary authority in a country employs in the management of money supply and the economy thereof to attain the fundamental objectives of price stability and maintenance of balance of payment. The monetary policy strives to explain the correlation between macro economic variables and the monetary variable and this form the focal point of this study. The study also set out to ascertain the impact of CBN money supply on the growth of Nigeria economy, ascertain the extent of correlation that exists between money supply and output. Scholars in the field opined that contractionary monetary policy negatively influences total consumption, CBLA and output. Within this framework, money supply, CLBA and output variables are analyzed for the period of 18 years (1994-2012) using Statistical package for social sciences (SPSS) tool. The findings shows that change in money supply (M2) has significant effect on variables such as CBLA and output in Nigerian economy within the period under review, Also there is a significant strong multiple correlation among Real GDP, Money supply and Commercial Banks' loans and Advances (R= 95.1%). The coefficient of Determination (R2) reveals that 90.5% of variations in RGDP were explained by our selected explanatory variables (Money supply and Commercial Banks' loans and Advances).
Over the past decades, developed countries have had significant input from the fast food industry... more Over the past decades, developed countries have had significant input from the fast food industry on the national Gross Domestic Product (GDP) but to the developing countries, this has really been a nightmare. Since majority of the fast food restaurants wounds up few years after setup and are bewildered by short product life cycle. At such a teaming percentage of the country's population looses their jobs and these have really discouraged young entrepreneurs and foreign investor from investing in this promising industry in the West African States. This study examines the relationship between service quality, customer satisfaction, customer loyalty, examined factors that prompt repeat purchase and brand failure in the fast food industry in the West African Region. The study adopted a sample size of 820 consumers from different fast food restaurant which was taken randomly on the basis of convenience sampling across 8 West African Countries which include; Benin, Gambia, Ghana, Guinea, Liberia, Nigeria, Senegal and Sierra Leone. Multiple Regressions were used as the statistical tool. Results obtained from the analysis corroborate that there is a significant impact of service quality on the customer loyalty and brand failure on customer satisfaction. This study showcased how to gain customer loyalty towards a particular brand and the factors that leads to product failure and also made recommendations and suggestions for areas for further studies.
The study focuses on electronic customer relationship management and consumer behavior with speci... more The study focuses on electronic customer relationship management and consumer behavior with special emphasis on diamond bank Plc. Retail financial services in all markets, including emerging markets, are undergoing major transformation that is driven by change, deregulation and customer sophistication. Electronic Customer service and specifically online customer relationship management in particular is crucial to attaining a sustainable competitive advantage, in the market place. The main objective of the study is to examine the effect of electronic customer relationship management on customer patronage. A survey design was adopted for the study and one hundred and ninety copies of structured questionnaire were used as primary data collection instrument which was distributed to customers of diamond bank in the study area. However, the postulated hypotheses were tested by employing the Pearson product moment Correlation Coefficient (PPMCC) statistical tool which was facilitated by the statistical packages for social sciences (SPSS). The study however showed that a significant relationship exists between e-CRM and consumer behavior. Furthermore, it was found that amongst the dimensions of e-CRM, e-commitment and e-satisfaction impacts more significantly on customer patronage. The study therefore concludes that Nigerian money deposit banks should increase their electronic platform strategies since they commensurably impact on their level of customer patronage. However, the study recommended that the key to efficient performance of Nigeria banking industry is hinged on their ability to identify, attract, retain and develop their customers better than competitors and could be achieved by improved e-trust, e-commitment and e-satisfaction. Limitation and suggestion for further studies was given.
Over the past years, matured product management has a global issue among international players. M... more Over the past years, matured product management has a global issue among international players. Matured product management has become a matter of considerable importance due to the large number of product that is available in the market place and the fierce competition that is being experienced. Product life span is short-lived as a result of competitors' actions without recouping its initial capital investment and most of the products die at its maturity stage. The paper focuses on presenting the applications of marketing strategies on matured product management and the key areas that the management effort can be focused on so as to ensure sustainable product life cycle management, most especially for products at its maturity stage. It was ascertained that Marketers usually try to extend each stage of the life cycles for their products as long as possible. Product life cycles can stretch indefinitely as a result of strategic decisions designed to increase the frequency of use by current customers, increase the number of users for the product, and find new uses, or change package sizes, labels or product quality. Organizations should not ignore or passively defend aging products. A good offence is the best defense. Marketing and management professionals should systematically consider marketing strategies, product and marketing-mix modifications. Limitations and suggestions for further studies were given.
In recent time, integration of Information communication Technology has changed the ways in which... more In recent time, integration of Information communication Technology has changed the ways in which businesses are being carried out. This has moved the focus of traditional customer relationship management to electronic customer relationship manage. The problem envisaged that led to this study hinges on the fact that there is abundant of literature from developed countries around the global on how firms use E-CRM to improve its performance. But in Nigeria, there is paucity in theoretical literature on the effect of E-CRM on competitive performance of money deposit banks in Nigeria. The objective of this study is to explore theoretically the effect of electronic customer relationship management on competitive performance of money deposit banks in Abia State. A conceptual framework was critical dealt with, theory of competitive advantage and commitment-trust theory was review and theory of competitive advantage was adopted as the theoretical underpin for the study. Various empirical studies were reviewed. The study found out that The core technologies of E-CRM is network and ICT facilities, e-CRM is a system that runs 24/7 hours, E-CRM is impersonal in operation, developing a strong customer relationship using E-CRM is considered a competitive strategy, e-CRM enables banks to provide personalized services to different group of customers and so on. The study concluded that effective and efficient E-CRM is very vital for any bank to attain competitive advantage it the competitive marketing environment. It was recommended that Since the core technologies of E-CRM is network and ICT facilities, banks should provide an efficient network and ICT facilities sufficient for the operation of E-CRM and so on. Limitations of the study/suggestion for further studies were given.
Key business decisions are taken based on the recommendations from research report, but the years... more Key business decisions are taken based on the recommendations from research report, but the years, information drawn from such data warehouses have resulted to marketing myopia and wrong marketing investment and poor returns thereof. The problem in this study stems from the fact that the research system of a developing nation experiences high level of unethical practices which hampers the integrity of their research results. Most research report application in Nigeria transforms to inaccuracy in business decision making and marketing error, and it is against this backdrop that the need to study the implications of manipulated report arose. The objective of the study was to critically examine the implications of manipulated research report on the business operations effectiveness and efficiency. Marketing research ethics simply entails the right conduct in the marketing research process. It was ascertained that unethical research practice which results to manipulated research report includes, misrepresentation of research findings, fabrication or plagiarism and falsification of data. It was ascertained that this unethical behaviors damps innovation, leads to poor returns on marketing investment (ROMI), marketing myopia, hampers accuracy, and lot more. Researchers who manipulate their research report in ways that deceive others are violating both the basic values and widely accepted professional standards of science, failure to fulfill predetermined obligations. They mislead their colleagues and potentially impede progress in their field or research. They undermine their own authority and trustworthiness as researchers. It recommended that research group instructors should educate their students and research associates about the ethical responsibilities of authors of scientific publications and to insure that, when they are given the responsibility for submitting a paper, they are fully aware of the potential consequences, to themselves and to their coauthors, of violations in these ethical guidelines.
Electronic marketing is the use of electronic data and applications for planning and executing th... more Electronic marketing is the use of electronic data and applications for planning and executing the conception, distribution and pricing of ideas, goods and services to create exchanges that satisfy individual and organizational goals. While a number of research studies have examined the factors that drive electronic marketing, there is only scant empirical evidence on the link between environmental forces activity and electronic marketing integration into our contemporary business model. The objective of this study is to critically analyze the environment forces that influence e-marketing practices in the 21 st century trend in Nigeria. Various environmental factors were identified that hampers electronic marketing growth in Nigeria. Technological Acceptance Model was used as the theoretical underpin for the study. It was concluded that a systematic implementation of e-marketing strategies is positively related to the enhanced job performance of Small and Medium scale Enterprises (SMEs) owner/managers and the overall success of core business processes, that the environmental force if properly streamlined will result to full integration of the electronic marketing tools into the business operation. Various recommendations were given and limitations/suggestion for further studies.
This paper presents an empirical investigation on the relationship between Physical Appeals and P... more This paper presents an empirical investigation on the relationship between Physical Appeals and Patients' Loyalty of Privately owned hospitals. Our study population was the 110 privately owned hospitals in Rivers State registered with Nigerian Medical Association (NMA). A sample size was taken using Krejcie and Morgan table which gave us a sample size of 86 hospitals. Five (5) copies of questionnaire were given to each of the 86 hospitals. A total of 430 copies of this questionnaire were completed by in-patients and outpatients of the hospitals studied. Out of the 430 copies, 20 copies were missed, and 10 copies were wrongly filled, that left us with 400 copies used. We adopted the partial correlation analysis to measure the linear relationship between Physical Appeals and Patients Loyalty of the hospitals under study. Spearman's rank order correlation coefficient data analysis technique with the aid of statistical package for social sciences (SPSS) were used because we looked into the relationship between Physical Appeals and Patient's Loyalty of privately owned hospitals. All the hypothesized Physical Appeals dimensions were adjudged to be relevant in determining Patients Loyalty levels. Our findings from quantitative data analyses support the argument that Physical Appeals affect Patients Loyalty of Privately owned hospitals through ambient condition, expertise and spatial layout.
The effect of industrial development on the economic growth of Nigeria has over the past decade b... more The effect of industrial development on the economic growth of Nigeria has over the past decade been a recurring issue for analysis like every economy most especially developing economies. Nigeria has enjoyed a long period of sustained economic growth since 2001 and yet, there is poor contribution from the industrial sector to the country’s GDP. There are various studies that have supported that industrial development is a pathway to sustainable economic growth. Thus, this research investigated the effect industrial development on the Nigeria’s economic growth 1973 - 2013. PC Give 8.00 version statistical package was used to analyze the secondary data that was collected from National statistical bulletin. GDP was used as the dependent variable, while foreign direct investment, industrial output, total savings and inflation was used as the independent variables. The model explain that the influence of industrial output on economic growth is not statistically significant, though the s...
International Journal of African and Asian Studies, 2017
Over the past years data warehousing and data mining tools have evolved from research into a uniq... more Over the past years data warehousing and data mining tools have evolved from research into a unique and popular business application class for decision support and business intelligence. This paper focuses on presenting the applications of data mining in the business environment. It contains a general overview of data mining, providing a definition of the concept, enumerating six primary data mining techniques and mentioning the main fields for which data mining can be applied. The paper also presents the main business areas which can benefit from the use of data mining tools, along with their use cases: retail, banking and insurance. Also the main commercially available data mining tools and their key features are presented within the paper. Theoretical and empirical literature was reviewed and various gaps in literature were identified. Besides the analysis of data mining and the business areas that can successfully apply it, the paper suggested and concluded that firms and schola...
Over the past years, matured product management has a global issue among international players. M... more Over the past years, matured product management has a global issue among international players. Matured product management has become a matter of considerable importance due to the large number of product that is available in the market place and the fierce competition that is being experienced. Product life span is short-lived as a result of competitors’ actions without recouping its initial capital investment and most of the products die at its maturity stage. The paper focuses on presenting the applications of marketing strategies on matured product management and the key areas that the management effort can be focused on so as to ensure sustainable product life cycle management, most especially for products at its maturity stage. It was ascertained that Marketers usually try to extend each stage of the life cycles for their products as long as possible. Product life cycles can stretch indefinitely as a result of strategic decisions designed to increase the frequency of use by cu...
The purpose of this research study is to give a better understanding of custom-ers' perc... more The purpose of this research study is to give a better understanding of custom-ers' perception of value from eCRM features on airline e-ticketing Websites. Mul-tiple case study strategy was chosen and empirical data was collected from seven cases through in-depth interviews. ...
Purpose Although customer experience has been widely researched, its effects on behavior toward a... more Purpose Although customer experience has been widely researched, its effects on behavior toward a government policy are still unclear. Drawing on two theories with some similar and opposing perspectives, the purpose of this paper is to investigate the effect of three components of customer experience (i.e. utilitarian experience, hedonic experience and relational experience) and customers’ intention on behavior within the context of the BVN policy implemented by the Nigerian apex bank. Design/methodology/approach Data emerged from one of the most populous districts in south-eastern Nigeria. Participants were recruited by mall-intercept. Out of the 283 participants approached, 246 participated but only 82.9 percent were valid for analysis. After subjecting data to statistical screening to confirm its suitability for parametric statistical analysis and examining data for the potential effects of common method variance as well as sample representativeness, a partial least squares struc...
Monetary policy is one of the macroeconomic instruments with which monetary authority in a countr... more Monetary policy is one of the macroeconomic instruments with which monetary authority in a country employs in the management of money supply and the economy thereof to attain the fundamental objectives of price stability and maintenance of balance of payment. The monetary policy strives to explain the correlation between macro economic variables and the monetary variable and this form the focal point of this study. The study also set out to ascertain the impact of CBN money supply on the growth of Nigeria economy, ascertain the extent of correlation that exists between money supply and output. Scholars in the field opined that contractionary monetary policy negatively influences total consumption, CBLA and output. Within this framework, money supply, CLBA and output variables are analyzed for the period of 18 years (1994-2012) using Statistical package for social sciences (SPSS) tool. The findings shows that change in money supply (M2) has significant effect on variables such as CBLA and output in Nigerian economy within the period under review, Also there is a significant strong multiple correlation among Real GDP, Money supply and Commercial Banks' loans and Advances (R= 95.1%). The coefficient of Determination (R2) reveals that 90.5% of variations in RGDP were explained by our selected explanatory variables (Money supply and Commercial Banks' loans and Advances).
Over the past decades, developed countries have had significant input from the fast food industry... more Over the past decades, developed countries have had significant input from the fast food industry on the national Gross Domestic Product (GDP) but to the developing countries, this has really been a nightmare. Since majority of the fast food restaurants wounds up few years after setup and are bewildered by short product life cycle. At such a teaming percentage of the country's population looses their jobs and these have really discouraged young entrepreneurs and foreign investor from investing in this promising industry in the West African States. This study examines the relationship between service quality, customer satisfaction, customer loyalty, examined factors that prompt repeat purchase and brand failure in the fast food industry in the West African Region. The study adopted a sample size of 820 consumers from different fast food restaurant which was taken randomly on the basis of convenience sampling across 8 West African Countries which include; Benin, Gambia, Ghana, Guinea, Liberia, Nigeria, Senegal and Sierra Leone. Multiple Regressions were used as the statistical tool. Results obtained from the analysis corroborate that there is a significant impact of service quality on the customer loyalty and brand failure on customer satisfaction. This study showcased how to gain customer loyalty towards a particular brand and the factors that leads to product failure and also made recommendations and suggestions for areas for further studies.
The study focuses on electronic customer relationship management and consumer behavior with speci... more The study focuses on electronic customer relationship management and consumer behavior with special emphasis on diamond bank Plc. Retail financial services in all markets, including emerging markets, are undergoing major transformation that is driven by change, deregulation and customer sophistication. Electronic Customer service and specifically online customer relationship management in particular is crucial to attaining a sustainable competitive advantage, in the market place. The main objective of the study is to examine the effect of electronic customer relationship management on customer patronage. A survey design was adopted for the study and one hundred and ninety copies of structured questionnaire were used as primary data collection instrument which was distributed to customers of diamond bank in the study area. However, the postulated hypotheses were tested by employing the Pearson product moment Correlation Coefficient (PPMCC) statistical tool which was facilitated by the statistical packages for social sciences (SPSS). The study however showed that a significant relationship exists between e-CRM and consumer behavior. Furthermore, it was found that amongst the dimensions of e-CRM, e-commitment and e-satisfaction impacts more significantly on customer patronage. The study therefore concludes that Nigerian money deposit banks should increase their electronic platform strategies since they commensurably impact on their level of customer patronage. However, the study recommended that the key to efficient performance of Nigeria banking industry is hinged on their ability to identify, attract, retain and develop their customers better than competitors and could be achieved by improved e-trust, e-commitment and e-satisfaction. Limitation and suggestion for further studies was given.
Over the past years, matured product management has a global issue among international players. M... more Over the past years, matured product management has a global issue among international players. Matured product management has become a matter of considerable importance due to the large number of product that is available in the market place and the fierce competition that is being experienced. Product life span is short-lived as a result of competitors' actions without recouping its initial capital investment and most of the products die at its maturity stage. The paper focuses on presenting the applications of marketing strategies on matured product management and the key areas that the management effort can be focused on so as to ensure sustainable product life cycle management, most especially for products at its maturity stage. It was ascertained that Marketers usually try to extend each stage of the life cycles for their products as long as possible. Product life cycles can stretch indefinitely as a result of strategic decisions designed to increase the frequency of use by current customers, increase the number of users for the product, and find new uses, or change package sizes, labels or product quality. Organizations should not ignore or passively defend aging products. A good offence is the best defense. Marketing and management professionals should systematically consider marketing strategies, product and marketing-mix modifications. Limitations and suggestions for further studies were given.
In recent time, integration of Information communication Technology has changed the ways in which... more In recent time, integration of Information communication Technology has changed the ways in which businesses are being carried out. This has moved the focus of traditional customer relationship management to electronic customer relationship manage. The problem envisaged that led to this study hinges on the fact that there is abundant of literature from developed countries around the global on how firms use E-CRM to improve its performance. But in Nigeria, there is paucity in theoretical literature on the effect of E-CRM on competitive performance of money deposit banks in Nigeria. The objective of this study is to explore theoretically the effect of electronic customer relationship management on competitive performance of money deposit banks in Abia State. A conceptual framework was critical dealt with, theory of competitive advantage and commitment-trust theory was review and theory of competitive advantage was adopted as the theoretical underpin for the study. Various empirical studies were reviewed. The study found out that The core technologies of E-CRM is network and ICT facilities, e-CRM is a system that runs 24/7 hours, E-CRM is impersonal in operation, developing a strong customer relationship using E-CRM is considered a competitive strategy, e-CRM enables banks to provide personalized services to different group of customers and so on. The study concluded that effective and efficient E-CRM is very vital for any bank to attain competitive advantage it the competitive marketing environment. It was recommended that Since the core technologies of E-CRM is network and ICT facilities, banks should provide an efficient network and ICT facilities sufficient for the operation of E-CRM and so on. Limitations of the study/suggestion for further studies were given.
Key business decisions are taken based on the recommendations from research report, but the years... more Key business decisions are taken based on the recommendations from research report, but the years, information drawn from such data warehouses have resulted to marketing myopia and wrong marketing investment and poor returns thereof. The problem in this study stems from the fact that the research system of a developing nation experiences high level of unethical practices which hampers the integrity of their research results. Most research report application in Nigeria transforms to inaccuracy in business decision making and marketing error, and it is against this backdrop that the need to study the implications of manipulated report arose. The objective of the study was to critically examine the implications of manipulated research report on the business operations effectiveness and efficiency. Marketing research ethics simply entails the right conduct in the marketing research process. It was ascertained that unethical research practice which results to manipulated research report includes, misrepresentation of research findings, fabrication or plagiarism and falsification of data. It was ascertained that this unethical behaviors damps innovation, leads to poor returns on marketing investment (ROMI), marketing myopia, hampers accuracy, and lot more. Researchers who manipulate their research report in ways that deceive others are violating both the basic values and widely accepted professional standards of science, failure to fulfill predetermined obligations. They mislead their colleagues and potentially impede progress in their field or research. They undermine their own authority and trustworthiness as researchers. It recommended that research group instructors should educate their students and research associates about the ethical responsibilities of authors of scientific publications and to insure that, when they are given the responsibility for submitting a paper, they are fully aware of the potential consequences, to themselves and to their coauthors, of violations in these ethical guidelines.
Electronic marketing is the use of electronic data and applications for planning and executing th... more Electronic marketing is the use of electronic data and applications for planning and executing the conception, distribution and pricing of ideas, goods and services to create exchanges that satisfy individual and organizational goals. While a number of research studies have examined the factors that drive electronic marketing, there is only scant empirical evidence on the link between environmental forces activity and electronic marketing integration into our contemporary business model. The objective of this study is to critically analyze the environment forces that influence e-marketing practices in the 21 st century trend in Nigeria. Various environmental factors were identified that hampers electronic marketing growth in Nigeria. Technological Acceptance Model was used as the theoretical underpin for the study. It was concluded that a systematic implementation of e-marketing strategies is positively related to the enhanced job performance of Small and Medium scale Enterprises (SMEs) owner/managers and the overall success of core business processes, that the environmental force if properly streamlined will result to full integration of the electronic marketing tools into the business operation. Various recommendations were given and limitations/suggestion for further studies.
This paper presents an empirical investigation on the relationship between Physical Appeals and P... more This paper presents an empirical investigation on the relationship between Physical Appeals and Patients' Loyalty of Privately owned hospitals. Our study population was the 110 privately owned hospitals in Rivers State registered with Nigerian Medical Association (NMA). A sample size was taken using Krejcie and Morgan table which gave us a sample size of 86 hospitals. Five (5) copies of questionnaire were given to each of the 86 hospitals. A total of 430 copies of this questionnaire were completed by in-patients and outpatients of the hospitals studied. Out of the 430 copies, 20 copies were missed, and 10 copies were wrongly filled, that left us with 400 copies used. We adopted the partial correlation analysis to measure the linear relationship between Physical Appeals and Patients Loyalty of the hospitals under study. Spearman's rank order correlation coefficient data analysis technique with the aid of statistical package for social sciences (SPSS) were used because we looked into the relationship between Physical Appeals and Patient's Loyalty of privately owned hospitals. All the hypothesized Physical Appeals dimensions were adjudged to be relevant in determining Patients Loyalty levels. Our findings from quantitative data analyses support the argument that Physical Appeals affect Patients Loyalty of Privately owned hospitals through ambient condition, expertise and spatial layout.
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Papers by Dr. Alexanda O . U . Kalu