International Journal of Technology and Human Interaction, 2022
Whilst self-service technologies (SSTs) are novel and evolving, they have rapidly grown popular a... more Whilst self-service technologies (SSTs) are novel and evolving, they have rapidly grown popular across various retail service settings. Having been introduced into the Nigerian banking space, the level of customers’ satisfaction from the system is still unknown given that it has disrupted the initial service setup customers were used to. Utilising two theoretical perspectives, this study examined what drives customers’ satisfaction with banks’ SST and further assesses their influence on different marketing bottom lines. The study employed a quantitative approach to sampling 310 banks’ SST users within a popular university in Eastern Nigeria. Using the PLS-SEM technique, the study found that the perceived ease of use and perceived control are strong drivers of SST satisfaction and other marketing bottom lines. Surprisingly, perceived usefulness was found not to influence SST satisfaction, and therefore present a unique result in this context. Based on the foregoing, theoretical and m...
The pay TV service sector in Nigeria is growing rapidly as new entrants are joining the market an... more The pay TV service sector in Nigeria is growing rapidly as new entrants are joining the market and consumers are adopting several brands to suit their needs. This implies a high rate of competition among the service providers to win over customer and expand their market share. The main objective of this study is to examine the effects of product quality on Pay TV customer satisfaction. The study used a survey research design and sampled 397 Pay TV subscribers. A total of 241 copies of the questionnaire were returned and the study hypotheses were tested using the multiple regression analysis. The study findings revealed that content quality, reception quality, and customer service has a positive and significant relationship and impact on Pay TV customer satisfaction. The study recommends that to increase the level of customer satisfaction and win the competitive war, operators in the pay TV service sector should improve their customer service unit, improve the stability of reception irrespective of weather conditions, maintain unique, educative and entertaining contents to stay ahead of competition while maintaining a competitive price.
This study aimed at investigating the guests’ experience dimensions and their effects on destinat... more This study aimed at investigating the guests’ experience dimensions and their effects on destination marketing bottom lines of satisfaction and revisit intention. This is borne of the overarching importance of customer experience (CX) which has been acknowledged by scholars and practitioners and understanding of the concept been sought from various sectoral perspectives. Admittedly, experience-based investigations in the hotel service sector have been scarce, particularly from a non-western context. The study utilised an intercept approach to collect data from 400 hotel guests in a city in Southern Nigeria. The research model and the formulated hypotheses were tested using partial least square structural equation model (PLS-SEM) with the aid of SmartPLS software. The study findings reveal that guest experience dimensions (utilitarian, hedonic and relational) have a positive and significant influence on guests’ revisit intention and satisfaction with the exception of hedonic experien...
The purpose of this paper is to examine the causal relationship between entrepreneurial education... more The purpose of this paper is to examine the causal relationship between entrepreneurial education and entrepreneurial intention among undergraduates. The paper investigates how the outcome of an effective entrepreneurial education system- attitude, skills and knowledge could affect the intentions of the students to choosing entrepreneurship as a career choice. The study was conducted in Enugu state, Nigeria among university undergraduates. A total of 250 students were engaged but only 196 valid responses were gathered. The structural model and the hypotheses were tested using partial least square structural equation modelling (PLS-SEM) approach in SmartPLS M2.0 software. Our findings reveal that the proposed determinants all bear positive relationships with entrepreneurial intention in varying degrees. Also we found entrepreneurial knowledge to have a direct impact on entrepreneurial attitude. Managerial and practical implications were made as well as future research avenues suggested.
International Journal of Technology and Human Interaction, 2022
Whilst self-service technologies (SSTs) are novel and evolving, they have rapidly grown popular a... more Whilst self-service technologies (SSTs) are novel and evolving, they have rapidly grown popular across various retail service settings. Having been introduced into the Nigerian banking space, the level of customers’ satisfaction from the system is still unknown given that it has disrupted the initial service setup customers were used to. Utilising two theoretical perspectives, this study examined what drives customers’ satisfaction with banks’ SST and further assesses their influence on different marketing bottom lines. The study employed a quantitative approach to sampling 310 banks’ SST users within a popular university in Eastern Nigeria. Using the PLS-SEM technique, the study found that the perceived ease of use and perceived control are strong drivers of SST satisfaction and other marketing bottom lines. Surprisingly, perceived usefulness was found not to influence SST satisfaction, and therefore present a unique result in this context. Based on the foregoing, theoretical and m...
The pay TV service sector in Nigeria is growing rapidly as new entrants are joining the market an... more The pay TV service sector in Nigeria is growing rapidly as new entrants are joining the market and consumers are adopting several brands to suit their needs. This implies a high rate of competition among the service providers to win over customer and expand their market share. The main objective of this study is to examine the effects of product quality on Pay TV customer satisfaction. The study used a survey research design and sampled 397 Pay TV subscribers. A total of 241 copies of the questionnaire were returned and the study hypotheses were tested using the multiple regression analysis. The study findings revealed that content quality, reception quality, and customer service has a positive and significant relationship and impact on Pay TV customer satisfaction. The study recommends that to increase the level of customer satisfaction and win the competitive war, operators in the pay TV service sector should improve their customer service unit, improve the stability of reception irrespective of weather conditions, maintain unique, educative and entertaining contents to stay ahead of competition while maintaining a competitive price.
This study aimed at investigating the guests’ experience dimensions and their effects on destinat... more This study aimed at investigating the guests’ experience dimensions and their effects on destination marketing bottom lines of satisfaction and revisit intention. This is borne of the overarching importance of customer experience (CX) which has been acknowledged by scholars and practitioners and understanding of the concept been sought from various sectoral perspectives. Admittedly, experience-based investigations in the hotel service sector have been scarce, particularly from a non-western context. The study utilised an intercept approach to collect data from 400 hotel guests in a city in Southern Nigeria. The research model and the formulated hypotheses were tested using partial least square structural equation model (PLS-SEM) with the aid of SmartPLS software. The study findings reveal that guest experience dimensions (utilitarian, hedonic and relational) have a positive and significant influence on guests’ revisit intention and satisfaction with the exception of hedonic experien...
The purpose of this paper is to examine the causal relationship between entrepreneurial education... more The purpose of this paper is to examine the causal relationship between entrepreneurial education and entrepreneurial intention among undergraduates. The paper investigates how the outcome of an effective entrepreneurial education system- attitude, skills and knowledge could affect the intentions of the students to choosing entrepreneurship as a career choice. The study was conducted in Enugu state, Nigeria among university undergraduates. A total of 250 students were engaged but only 196 valid responses were gathered. The structural model and the hypotheses were tested using partial least square structural equation modelling (PLS-SEM) approach in SmartPLS M2.0 software. Our findings reveal that the proposed determinants all bear positive relationships with entrepreneurial intention in varying degrees. Also we found entrepreneurial knowledge to have a direct impact on entrepreneurial attitude. Managerial and practical implications were made as well as future research avenues suggested.
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