Publications (2) View all
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Article: HEALTHCARE SERVICES QUALITY IN THE RURAL HEALTH CENTRES AND ITS IMPACT ON NIGERIA CITIZENS
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ABSTRACT: Empowering patients and understanding their views should be central to activities at the Primary Health Care Level. This is because community cooperation and involvement is a high priority of the primary Health Care. This study, based on administered questionnaire to users of primary Health Care examines Patients/ Users view of quality of care at the primary level in other to assist care providers to be more responsive to patients needs and, hence, deliver better quality of care. The study employed an additive compensatory model to integrate and stratify respondent’s responses and then subsequently correlate key service quality attribute to determine association. The findings suggest the need to emphasize ‘empathy’ for care providers and the provision of a reasonable level of physical facilities to encourage care seekers/ users to place ‘faith’ in primary facilities and hence capacity utilization at the primary level facilities.Scientific Annals of the Alexandru Ioan Cuza University of Iasi : Economic Sciences Series. 01/2010; -
Article: Customer service in the retention of mobile phone users in Nigeria
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ABSTRACT: Customer service has received considerable attention in marketing literature. This paper attempts to find the relationship between customer service on customer retention in telecommunication industry in Nigeria. If retention is not managed, customer's loyalty may be lost. This study examined the potential constructs in customer retention by investigating the chain of effects of retention from customer service, satisfaction, value and behavioural intention. The hypotheses are supported except that a higher level of customer satisfaction does not lead to customer loyalty.African Journal of Business Management. 03/2008; 2:26-31.
