imoh uford - Academia.edu (original) (raw)

Papers by imoh uford

International Journal of Business Management and Economic Review

This study examined airline service recovery strategies and passengers' satisfaction in Nigeria. ... more This study examined airline service recovery strategies and passengers' satisfaction in Nigeria. Its aim was to determine the effects of compensation, communication, feedback, empowerment, explanation, apologies, and tangibles on passengers' satisfaction in Nigerian airlines. The study adopted a cross-sectional survey research design. From a finite population of 1,491 passengers, a sample size of 315 passengers was determined using the Taro Yamane formula. Subsequently, a structured questionnaire was used to obtain primary data for the study. The data obtained were descriptively analyzed while hypotheses testing were executed using simple linear regression. Consequently, the findings of the study revealed that out of the airline service recovery strategies tested (compensation, communication, feedback, empowerment, explanation and apologies) had significant positive effects on passengers' satisfaction in Nigeria, whereas tangibles had a nonsignificant effect on passengers' satisfaction towards airlines in Nigeria. Furthermore, the study made practical recommendations which could be applied by players in the commercial aviation industry.

AKSU Journal of Management Sciences

This study examined the effectiveness of e-marketing Platforms and buying behaviour of students a... more This study examined the effectiveness of e-marketing Platforms and buying behaviour of students at Akwa Ibom State University (AKSU) towards selected online products. It was carried out based on a paradigm shift in product positioning from conventional ways to online platforms. The study objectives were to determine the relationships between independent variables (Facebook usage, Instagram usage, and Twitter usage) and the buying behaviour of AKSU students. It employed a survey research technique to collect data from a sample of 384 to draw inferences on the total population of 9254 students. The data were collected through an online Microsoft link, and descriptive data were analyzed using frequency tables and simple percentages. The regression analysis in (SPSS Version 21) was used to test the hypotheses. Findings from the results revealed that all three null hypotheses were rejected. This implies that there is a significant relationship between Facebook, Instagram, and Twitter usa...

AKSU Journal of Administration and Corporate Governance, Apr 30, 2024

The study examined the effect of product branding on customers' patronage of Champion Breweries p... more The study examined the effect of product branding on customers' patronage of Champion Breweries products in Uyo, Akwa Ibom State. The research design adopted was a survey research in which 400 questionnaires were administered to the respondents, out of which 361 were duly filled and returned. Two hypotheses guided the study while regression analysis was used to analyse the data collected. Findings revealed, amongst others, that brand awareness (R2 = 0.885, P<0.05) and brand image (R2= 0.958, P=0.000) have a positive and significant effect on customers' patronage of Champion Breweries' products. Based on the findings, it was concluded amongst others, that branding significantly affects customers' patronage of Champion Breweries products in Uyo. From the findings and conclusion, the study recommended that the Management of Champion Breweries, Uyo should endeavour to expose their brands to their target market using appropriate promotional mix elements to enhance brand awareness and brand image as the patronage of Champion Breweries Products is determined by them.

European Journal of Management and Marketing Studies

This study measured the relationship between telework during the Covid-19 pandemic lockdown and b... more This study measured the relationship between telework during the Covid-19 pandemic lockdown and bank marketers’ performance within Akwa Ibom State, Nigeria. Relevant related literature was reviewed and regular home-based, high mobile and relocated back-office teleworking were adopted as dimensions of telework. The ex-post facto research design was used to investigate the relationships between telework during COVID-19 Pandemic and bank marketers’ performance using the following constructs; ability to achieve sales targets, ability to convert leads to customers, and ability to retain both customers and high net-worth customers. The sample size was determined as 254, using Krejcie and Morgan (1970) sampling table with a 95% confidence level, while 154 usable copies of the questionnaire were submitted indicating a 60.63% respondent rate. Convenience sampling was used to administer the questionnaire via Microsoft form URLs to emails and WhatsApp of respondents. The data were cleaned and ...

International Journal of Business and Management Review

The purpose of this paper was to explore the issues of post COVID-19 consumer behaviour in the Ni... more The purpose of this paper was to explore the issues of post COVID-19 consumer behaviour in the Nigerian banking sector. Customers and employees of five top commercial banks in Nigeria (Zenith Bank, Access Bank, Guarantee Trust Bank, First Bank and United Bank for Africa) were interviewed via the telephone. This study adopted the exploratory research design with qualitative analysis of respondents’ views. It is important to note that changing consumer behaviour patterns, shift in customers’ expectations and attitude and perceptions differences were the major issues. However, some of the challenges include; huge business uncertainty, high illiteracy rate vs. technological advancement in banking as well as space engagement. On the other hand, some of the benefits identified were; improved technological applications and seamless banking procedures, reduced credit gap, and increased banking opportunities with the growing rate of Fintech. However, short term actions and long term transfor...

Thesis submitted in full fulfilment of the requirements for the degree of doctor of philosophy (M... more Thesis submitted in full fulfilment of the requirements for the degree of doctor of philosophy (Marketing) at the University of the Witwatersrand, Johannesburg. November 2017.

Electronic banking (popularly known as e-banking) system has become a pivotal instrument for comp... more Electronic banking (popularly known as e-banking) system has become a pivotal instrument for competition among commercial banks in Nigeria. Consequently, this study was aimed at identifying and further exploring the major issues surrounding the application and adoption of e-banking by customers of Sterling Bank Plc in Uyo. It strategically reviewed the relevance of e-banking as a ‘point of sale’ to bank customers via efficient services. Other objectives of the study were to assess the level of customer satisfaction with the adoption of the bank’s e-banking, identify barriers hindering effective and efficient ebanking operation and its adoption and suggest possible measures to manage these challenges. Through a group discussion, an open ended questionnaire was used as data collection instrument. Findings reveal that major objectives were achieved. It was gathered that the bank has a working e-banking application which can optimally satisfy customers’ needs. However, some customers we...

African Journal of Business and Economic Research, 2021

DOI: 10.21276/sjbms.2018.3.8.13 Abstract: This study was conducted to measure the outcome of the ... more DOI: 10.21276/sjbms.2018.3.8.13 Abstract: This study was conducted to measure the outcome of the influence of country-of-origin image and product positioning on consumers attitude towards madein-Nigeria textiles in South Southern region of Nigeria. A survey design was used in gathering data needed for the research. Copies of questionnaire were self administered to a sample of four hundred (400) consumers. Descriptive statistics was used in the application of percentages and other statistical procedures. Multiple regression analysis was used to establish and measure the relationship between product extrinsic attributes and consumers‟ attitude. The results revealed that there is a significant relationship between country-of-origin image, product positioning and consumers‟ attitude towards made-in-Nigeria textiles. The study recommended that for good country of originimage to be built about Nigeria textile products, in the minds of millions of Nigerian customers; attention should be pa...

This research studied product attributes and consumers’ attitude towards made-in-Nigeria textiles... more This research studied product attributes and consumers’ attitude towards made-in-Nigeria textiles in the south-south zone of Nigeria. It examined the effect of product quality and brand value {classified as intrinsic variables of product attributes) on consumers’ attitude towards made-in-Nigeria textiles in the south-south zone of Nigeria. A survey design was used in gathering the needed data for this study. Copies of questionnaire were self administered to a sample of four hundred (400) consumers. Descriptive statistics was used in the application of percentages and other statistical procedures. Multiple regression analysis was used to establish and measure the cause-effect relationship between product attributes and consumers’ attitude. The results revealed that there is a significant relationship between product quality, brand value and consumers’ attitude towards made-in-Nigeria textiles. The study recommended that good quality textiles should be produced with good texture and ...

Business and Management Studies, 2019

The study attempts to measure the contributions of sources of employee-based brand equity (EBBE) ... more The study attempts to measure the contributions of sources of employee-based brand equity (EBBE) to the market performance of deposit money banks (DMBs) in Nigeria. A quantitative approach using self-administered questionnaires was adopted. Empirical data was drawn from 360 respondents (182 employees and 178 customers) in the six (6) geo-political zones in Nigeria. Structural Equation Modelling was used to analyse the hypothesized paths/relationships. The study found that out of the three sources of EBBE, brand commitment was the strongest predictor of overall EBBE. It also found that out of the three market performance indicators, customers’ intention to pay a price premium was the most dependent on EBBE sources. In relation to employees/customers relationship, this paper provides evidence for issues of potential research and managerial interest. Practically, the study findings will help brand managers, other marketing practitioners and indeed marketing scholars to develop effectiv...

Journal of Marketing Management and Consumer Behavior, Mar 2, 2021

Teleworking and Covi-19 Pandemic has become emerging topic in business literature. However, very ... more Teleworking and Covi-19 Pandemic has become emerging topic in business literature. However, very few studies have related both variables to stress management among employees. This study adopted the ex-post facto research design with a sample size of 346 and valid questionnaire of 330 indicating a 95.38% respondents' rate to investigate the relationships between the dimensions of teleworking; regular home-based, high mobile and occasional patterns during Covid-19 Pandemic and the stress factor among Total Nigeria employees. The demographic data were presented with use of pie charts and graphical representations while Pearson correlation analysis was adopted to test the four hypotheses. The empirical analysis revealed significant and positive relationships between regular home-based teleworking and high mobile teleworking during the Covid-19 Pandemic lockdown and the stress factor of Total Nigeria employees. However, there was no significant relationship found between occasional teleworking during the Covid-19 Pandemic lockdown and stress of Total Nigeria employees. Finally, teleworking during the Covid-19 Pandemic lockdown significantly contributed to the general stress level of Total Nigeria employees. Recommendations were made and areas for future studies highlighted.