APPLICATION OF SERVQUAL MODEL TO THE MEASUREMENT OF ARTISANS SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE NORTH EAST OF NIGERIA
APPLICATION OF SERVQUAL MODEL TO THE MEASUREMENT OF ARTISANS SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE NORTH EAST OF NIGERIA
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Date
2014-06
Authors
IDRIS, Martin Balasa
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Abstract
This study investigated artisans’ service quality and customer satisfaction using SERVQUAL
model. The study is necessitated by the lack of empirical evidence on the services of artisans and
the integrity and reliability problems customer pass through in the hands of artisans in the North
East of Nigeria. Survey design was adopted for the study. Data were analysed using paired t- test
and regression analysis to test the three hypotheses of the study. The results showed that
SERVQUAL dimensions can measure customer satisfaction. Tangibility, Responsiveness,
Assurance and Empathy dimensions have a strong positive predictive power on satisfaction in
the North Eats of Nigeria. The result further show that reliability dimension fail to show any
significant impact on customer satisfaction in the North East of Nigeria, and this is attributed to
integrity and reliability problems customers pass through in the hands of artisans. The study
further shows that there is a statistically significant difference between the core dimension of
service quality and satisfaction. It is concluded that SERVQUAL model is a good measure of
artisans’ service quality and customer satisfaction in the North East of Nigeria. The measurement
can be used to close the gap between customers’ perceptions and expectations with the services
of artisans in the North East of Nigeria. It is recommended that Artisans need to revamp their
prevailing image on reliability dimension, and the measurement of service quality be repeated
from time to time by artisans for continuous service improvement.
Description
A THESIS SUBMITTED TO THE SCHOOL OFPOSTGRADUATE STUDIES,
AHMADU BELLO UNIVERSITY, ZARIAIN PARTIAL FULFILLMENT OF THE
REQUIREMENTS FOR THE AWARD OF A MASTER OF SCIENCE DEGREE IN
BUSINESS ADMINISTRATION.
JUNE, 2014
Keywords
APPLICATION OF SERVQUAL,, MODEL,, MEASUREMENT OF ARTISANS,, SERVICE QUALITY,, CUSTOMER SATISFACTION,, NORTH EAST,, NIGERIA.