Influence of Social Media Complaints on Customer Service Quality Amongst Selected Banks in Lagos state, Nigeria (Published)
Financial institutions are increasingly leveraging social media not only for customer interaction but also for managing their daily operations. In the banking sector, the utilization of social media for addressing customer complaints is rapidly gaining traction. Consequently, customers are increasingly embracing social media platforms due to their ability to provide prompt responses to their inquiries and complaints. This study seeks to examine the influence of social media complaints on customer service quality among selected banks in Lagos state, Nigeria. The study was anchored on the Service Recovery Paradox, while the descriptive survey research design was adopted in this study. The Topman’s formula for unknown population was used to calculate a sample size of 250 respondents and the available sampling technique was used to select respondents sampled for this study. Findings revealed that majority of the respondents sampled for this study utilize social media extensively to voice their concerns or complaints about banking services. Findings further revealed that a substantial proportion of respondents sampled for this study believes that banks effectively respond to customer complaints raised via social media platforms. The study recommends that banks should provide comprehensive training to customer service representatives to equip them with the skills and knowledge necessary to effectively handle complaints and resolve issues raised on social media platforms.
Keywords: Banks’, Customer Complaints, Social media, service recovery paradox
SWITCHING BEHAVIOUR AND CUSTOMER RELATIONSHIP MANAGEMENT-THE ICELAND EXPERIENCE (Published)
The research investigated among other things why many consumers switch from one retailer to another and effectiveness of customer relationship management as a way of improving consumer switching behavior especially in competitive food retail environment where switching behavior by customers is high. From a phemenological point that lend itself towards qualitative data, the research was conducted in two retail outlets of Iceland Food Stores in the U.K from 2004-2008 over a period of four years using a combination of different techniques that includes shop floor observations and informal discussions. The results of the study points to the fact that this aspect of food retailing is often overlooked or underestimated not by the business organizations but at store levels. Beside this customer relationship management is often misperceived and wrongly implemented and this prevented organizations from enjoying the full benefits that goes with it. The current study identified some significant factors that influenced the switching behaviour of food retail customers. Among them is the desire for bargain by consumers, increased commercials pressure from retailers, availability of choice, poor in-store service standards and delivery, attitude of cashiers and shop floor assistants. Importantly is the extent of service failure, the more serious the service failure the more likely the customer will switch even if the other factors are quite appealing. The current study concludes that these factors as identified should be subjected to a quantitative study in the future.
Keywords: Bargains, Customer Complaints, Customer Relationship Management (CRM), Discontinued Products, Store Manager, Switching Behavior