APPLICATION OF SERVQUAL MODEL TO THE MEASUREMENT OF ARTISANS SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE NORTH EAST OF NIGERIA

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dc.contributor.authorIDRIS, Martin Balasa
dc.date.accessioned2015-02-18T10:47:54Z
dc.date.available2015-02-18T10:47:54Z
dc.date.issued2014-06
dc.descriptionA 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, 2014en_US
dc.description.abstractThis 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.en_US
dc.identifier.urihttp://hdl.handle.net/123456789/6077
dc.language.isoenen_US
dc.subjectAPPLICATION OF SERVQUAL,en_US
dc.subjectMODEL,en_US
dc.subjectMEASUREMENT OF ARTISANS,en_US
dc.subjectSERVICE QUALITY,en_US
dc.subjectCUSTOMER SATISFACTION,en_US
dc.subjectNORTH EAST,en_US
dc.subjectNIGERIA.en_US
dc.titleAPPLICATION OF SERVQUAL MODEL TO THE MEASUREMENT OF ARTISANS SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE NORTH EAST OF NIGERIAen_US
dc.typeThesisen_US
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