Abstract
Quality Service Delivery-Customer Retention Management is a comparison of perceived expectation of a service with perceived performance. This conceptualization of service quality has its origin in the expectancy disconfirmation paradigm. The primary objectives of the study is to analyse the resultant effect of quality service delivery: Customer retention management as panacea for profit maximization of motor transport in Nigeria; the specific objective are to; examine how quality service delivered aids customers loyalty. The next object would be to determine customer’s relationship management necessity to customers loyalty. And finally, customers service delivery will be analyse how it fosters panacea in retention of customers. The research was descriptive design and primarily based on data collected through structured questionnaire developed based on Quality service delivery, customer relationship management and customer retention instrument. The Targeted respondent are transporters in Nigeria; Simple Random sampling technique was employed to draw Sample Size of 240 Respondents from. The data were analyzed using A chi – square statistical method. The finding of the study revealed that quality service relationship management does not necessarily leads to customers loyalty, at 0.05 level of significance X2= 3.128. Also, the study findings show that customer relationship management does necessarily lead to customer loyalty, at 0.05 level of significance X2= 30.3024. Finally, the study found that customer relationship management is a panacea for customer retention, at 0.05 level of significance X2= 149.244. Based on the major findings of the study it was recommended that, profit maximization should not only be the focal point of every business organization. Welfare package enhancement is vital and consumer protection laws should be effectively implemented to protect customers. Business organization should introduce Total Quality Management in their service delivery.
Keywords: Quality Service Delivery, Customer retention management, Panacea, Profit maximization, Transport, Motor.
Publication Date: 2024-07-03