Service Quality and Speed of Service in the Nigeria Police Force: The Roles of SERVICOM (Published)
This paper focused on service quality and speed of service in the Nigeria police force: the role of service compatibility (SERVICOM). The study specifically examined the effect of SERVICOM on the quality of service as well as timeliness of service in the Nigeria police force. Descriptive survey design was adopted through which structured questionnaire was used to collect data from the field. The population of the study comprised of all police officers from all ranks and files within Ekiti and Ondo States as well as consumers of police services. Convenience sampling technique was used to select 4,000 respondents which included 2,000 police officers from different ranks and files as well as 2,000 consumers of police services within the two states. Available data were analysed with the use of descriptive statistics as well as t-test for the formulated hypotheses. Findings showed that SERVICOM, if fully implemented, has significant effect on both quality and timeliness of service in the Nigeria police force. It was therefore recommended among others that an enhanced salary structure which will be globally competitive should be introduced into the Nigeria police force so as to enhance the quality of their services.
Keywords: Nigeria police, Service, Service Quality, Servicom, speed of service
Gap Analysis of Customer Expectation and Perception of Professionalism among Nigeria Police Officers: The SERVICOM Perspective (Published)
This paper investigated gap analysis of customer expectation and perception of professionalism among Nigeria police officers: the SERVICOM perspective. The study specifically examined the effect of SERVICOM on professionalism of service as well as gap between customer expectation and perception of Nigeria police service. Descriptive survey design was adopted through which structured questionnaire was used to collect data from the field. The population of the study comprised of all police officers from all ranks and files within Ekiti and Ondo States as well as consumers of police services. Convenience sampling technique was used to select 4,000 respondents which included 2,000 police officers from different ranks and files as well as 2,000 consumers of police services within the two states. Descriptive statistics was used to analyze the research questions while t-test and Chi-square (ᵪ2) were used to test hypothesis one and two respectively. The level of significance was set at 5%. Findings revealed that there was significant difference between customers’ expectation and perception regarding the quality of service provided by the Nigeria Police Force. It was therefore recommended among others that Regulatory authorities in the Nigerian Police Force should take steps to ensure that the operations of the Force are, to some extent, consistent with the expectations of customers as this will help to minimize the discrepancies between customers’ expectation of services and the actual service realized from the Force.
Keywords: Nigeria police, Reliability, Servicom, Tangibility, awareness, professionalism
Service Compatibility (Servicom) and Service Delivery in the Nigerian Police Force (Published)
This study centers on service compatibility (SEVICOM) and service delivery in the Nigerian Police Force (NPF). Empirical studies on service delivery in the Nigerian civil authority sector 3124are very scanty. The broad objective of this study is to investigate empirically the effect of service compatibility (SERVICOM) on the quality of service delivery in the NPF. In order to achieve this objective, survey design was adopted and the population of study comprises the police officers in the Ekiti state police command and the consumers of police service in Ekiti state, Nigeria. Taro Yamane’s formula was used to determine the sample sizes of both the police personnel and the consumers of police service in Ekiti State. Stratified random sampling and convenience sampling were used as the sampling methods for the police personnel and the consumers of police service respectively. Questionnaire was adopted and the reliability was tested using Cronbach’s alpha coefficient. Descriptive statistics was used to analyze the research questions while One-way ANOVA and simple linear regression were used to test the hypotheses. It was found that the introduction of SERVICOM into the NPF has no significant effect on the quality of the service delivery in the NPF, both service timeliness and service professionalism has positive effect on NPF service delivery though not statistically significant. It was concluded that this study has provided empirical evidences that SERVICOM introduction has not improve timeliness and professionalism of service in the NPF. We recommend that the NPF should set machinery in motion to ensure full implementation of SERVICOM in order to improve the quality of service delivery in the Nigerian Police Force.
Keywords: Nigerian Police Force., Service Compatibility, Service Professionalism, Service Timeliness, Service delivery, Servicom
CONSUMERISM THE SHAME OF MARKETING IN NIGERIA. CHALLENGES TO CORPORATE PRACTICES (Published)
Is it legitimate that consumers should make their dissatisfactions known? Do consumers in Nigeria ever have any chance to complain about defective products? Are producers using God’s name to certify that their products can be sold here on earth and in heaven? Defective products are becoming more evident, and producers are denying all the defective products they manufacture. With consumers greater education and sophistication, they are increasingly demanding for their rights and power. ICT has made it much more easier. They are asking for their rights to safety, information, choice and hearing, unlike in the past. This when consumers raise their voices in protest against unsafe or adulterated products, when government official investigate illegal deals by both businessmen and the legislatures (oil subsidy and power supply probes – Otedola and Farouk Lawal), when protests emanate from our various campuses of tertiary institutions or our streets as a result of the increase in the pump price of fuel and kerosene, or failure of business to clear up the environment, all are complaining that business and those who run or supervise it is a nuisance to the consumers and do not take the consumers into confidence in affairs that concern them. This paper discusses the historical origin of consumerism, the causes, the factors contributing to the rise in Nigeria, its growing importance and the various measures that the government, individuals, organizations, journalists, and the marketer’s specific measures to react to increasing consumerism in Nigeria. It concludes by looking at the future of consumerism in Nigeria and what actions organizations needed to take to react to it positively. Many companies are trading in the intrinsic values of the brand. Consumer complaints is part of business, is part of business because they have positive effects for the organisation and their products, as it is a way by which wayward businesses and organisations are made aware of their lapses, and can begin to right the wrongs spotted out by the consumers. Customers and consumers are the kings, queens, princes and princesses of business, are sovereign and must be treated excellently well and fairly, to enable the companies to maintain their profitability, market share and loyalty. Ayozie (2012), Akpanenua (1999) declared that the consumer entity in Nigeria is hapless, hopeless and helpless. To him consumer sovereignty sounds fairly fallacious and folly. Consumerism will answer this.
Keywords: Consumer laws, Consumer movements., Consumer rights, Consumerism, Marketing, Servicom