obinna christian ojiaku - Academia.edu (original) (raw)
Papers by obinna christian ojiaku
Asian journal of economics, business and accounting, May 26, 2023
In the era of a cashless economy, customers now emphasize banking services that are convenient, r... more In the era of a cashless economy, customers now emphasize banking services that are convenient, reliable and responsive. Mobile banking (m-banking) is among the latest in a series of recent mobile technological wonders. This research is aimed at investigating the effect of mobile banking service quality on customer retention among commercial banks customers in Southeast, Nigeria. The study examined the effect of reliability, responsiveness, information quality, privacy issues and system quality on customer retention. The study used an explanatory research design method using Original Research Article
International Journal of Bank Marketing, 2017
Purpose The purpose of this paper is to investigate the multidimensional concept of mobile bankin... more Purpose The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution. Design/methodology/approach An online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1). Findings Findings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by na...
Business Research Proceedings
Despite climate strikes and calls for climate action and sustainable consumption, clothing consum... more Despite climate strikes and calls for climate action and sustainable consumption, clothing consumption still accounts for the second highest carbon footprint and 10% of the world's carbon emissions, creating a social and environmental emergency. This paper extends behavioral reasoning theory with the Just-World-Belief to explain the role of reasons in the value-action gap. The paper posits that the effect of green values on climate actions is explained by reasons and Just-World-Belief. The model is tested with structural equation modeling using data from 256 Nigerian consumers, and the results reveal an unexpected negative effect of green values on climate action. Moreover, while reasons against are detrimental to climate action, reasons for have a positive effect on climate action. Furthermore, reasons (for and against) partially mediate the association between values and action, and the Just-World-Belief positively moderates the relationship between values, reasons, and climat...
European Journal of Management and Marketing Studies
In today’s competitive business environment, many salespersons appear to struggle in meeting sale... more In today’s competitive business environment, many salespersons appear to struggle in meeting sales targets and build long-term, profitable business relationships with customers. This paper examined the effect of salesperson’s service behaviour on sales performance in Henkel-Egil Limited, South-East, Nigeria. Four specific objectives and hypotheses guided this paper. A survey research design was employed and the sample size was 324 salespersons in the organization. The Census method was used in sampling respondents and the major instrument of data collection was a structured questionnaire. Data were analyzed using descriptive statistics such as frequencies, percentages, mean score, Likert scale, and Pearson Product Moment Correlation, which helped test hypotheses. Findings revealed that there is a positive but weak relationship between diligence and sales performance. It also indicated that information communication has a significant effect on sales performance. Results also showed a...
Management & Marketing
The ubiquitousness of social media has made it an effective strategy for firms to communicate wit... more The ubiquitousness of social media has made it an effective strategy for firms to communicate with consumers. Despite its relevance, it can be daunting and confusing when used as a marketing tool. This study examines the influence of social media marketing on customer-brand engagement in the banking industry. Based on a quantitative design, data were collected from 224 active followers of commercial banks’ social media pages in Nigeria. Cronbach’s alpha was used to test the reliability of the data while the hypotheses were analyzed using multiple regression analysis. The result showed that the social media marketing dimensions of entertainment, personalization and eWOM positively and significantly affect customer-brand engagement. Therefore, it was recommended that firms should design and develop contents that are fun, exciting, and resonates with customers and customize content to customers’ interests. Also, firms should incentivize customers to share their brand experiences on the...
British Journal of Marketing Studies
Electronic transactions in the financial sector have continued to surge unprecedentedly around th... more Electronic transactions in the financial sector have continued to surge unprecedentedly around the globe. Governments, politicians, and practitioners around the world have been paying close attention to cryptocurrencies in recent years. Cryptocurrencies, a cutting-edge method of exchanging value without the need for a physical medium, offer a number of potential advantages, including quick transactions, cross-border use, low transaction fees, transparency, high security, anonymity, and privacy. As a result, they are anticipated to bring about a significant revolution in the way money is exchanged in the future. In order to forecast adoption of cryptocurrency among Nigerian University FinTech Entrepreneurs, this study will use the Unified Theory of Acceptance and Use of Technology (UTAUT) paradigm. The population of study was drawn from three major universities in Anambra state. Sample sizes of 323 students were used, out of which 313 questionnaires were correctly filled and returned...
Business and Economic Research, 2017
This paper investigates factors that influence customers’ intentions to “port” mobile numbers in ... more This paper investigates factors that influence customers’ intentions to “port” mobile numbers in the Nigerian mobile telecommunications market. The study specifically investigates the effects of se ...
International Journal of Financial, Accounting, and Management
Business and Management Horizons
As the voice-service-market of mobile telecommunication providers fast reaches its saturation ami... more As the voice-service-market of mobile telecommunication providers fast reaches its saturation amidst increasing competition, its revenue potential to telecom providers continue to decline. Therefore, understanding consumers use behavior portends important strategic consideration for customer acquisition and retention for telecom operators. This study seeks to empirically determine the factors that influence the acquisition of multiple GSM networks by university lecturers in Southeastern universities in Nigeria. Data were generated from a sample of 301 respondents. Three hypotheses were stated and tested using Analysis of variance (ANOVA). The result shows positive relationships between income, social affinity networks, and brand image and consumer acquisition of multi SIM networks. It is therefore, recommended that income, social affinity, and brand image be used as strategic marketing tools to attract customers to acquire a particular network.
Management Science Letters
Consumers' consumption culture of the twentieth century has culminated into environmental degrada... more Consumers' consumption culture of the twentieth century has culminated into environmental degradation and its adverse consequences on health and the ecosystem. Despite these concerns, consumers still fail to purchase environmentally-friendly or green products due to the lack of awareness and belief about the benefits of such products. This study seeks to understand consumers' attitude towards green products by investigating the effect of consumers' green product knowledge, green product belief, environment affect and environmental concern on green product purchase intention drawing on the cognitive-affect-behaviour model. Multiple regression analysis was used to analyse the data from 348 Health workers from a Southeastern Health Institution in Nigeria and examined the proposed hypotheses. The result shows that green product purchase intention was significantly influenced by green product knowledge and environmental affect but no significant effect was found for green product belief and environmental concern. Environmental effects had the most impact on green product purchase intention. Therefore, it is recommended that marketers focus their marketing campaigns towards educating consumers on the availability and benefits of green products by using eco-labels and emphasizing the health and environment benefits of green products; appealing to consumers' morals and emotions in marketing campaigns for green products to spur consumers' interest in green products and adopting a green lifestyle.
Global Business Review
The prevalence of mobile data services has intensified competition and structured the market for ... more The prevalence of mobile data services has intensified competition and structured the market for mobile telecommunication services, resulting in decreased revenue particularly from voices services and high churn rate. Mobile service providers therefore seek ways to increase revenue by attracting and retaining mobile data users. This study investigates the determinants of customers’ brand choice and continuance intentions with mobile service providers in the context of mobile data service. This study also captures the impact of past experience on behavioural outcomes. Data were collected from 304 customers of mobile data service firms and analysed using regression analyses. Results indicate that mobile service quality, pricing structure and promotion, but not brand image, affect brand choice, whereas continuance intentions are affected by the mobile service quality, brand image and price. Customers’ past experience relates significantly and negatively to brand choice but not continua...
NG-Journal of Social Development
IOSR Journal of Business and Management
This study seeks to investigate youths' attitude towards news media listenership. Specifically, i... more This study seeks to investigate youths' attitude towards news media listenership. Specifically, it examines the relationship between youths' attitude (affective, behavioural, and cognitive attitude) towards news on radio and satisfaction with such news quality. It also examines the difference in the interest of young men and women towards news genre. 249 respondents were sampled from Federal Polytechnic Uwana, Afikpo and Nnamdi Azikiwe University, Awka. Correlation results show that the affective, behavioural and cognitive components of attitude correlates positively with young satisfaction with quality of news on radio. Also interest in news differs between young men and women. The implication of the findings is discussed.
Business and Economic Research, 2015
This paper examines service quality from the perspective of consumers' expectations of the qualit... more This paper examines service quality from the perspective of consumers' expectations of the quality of service delivery contrasted with actual service delivery (or service performance) in pension fund administration (PFA) marketing. Three hundred and eighty four respondents from various ministries, departments and agencies in Enugu participated in the survey. A modified version of SERVQUAL questionnaire instrument was used to elicit response on the service quality attribute and satisfaction. Two hypotheses were developed and tested using the student t-test statistics and Regression Analysis. The results showed that significant difference exist between customer perception and expectations of pension services. The assurance attribute was found to have the greatest influence on satisfaction and tangible cues with the least influence. It
Asian journal of economics, business and accounting, May 26, 2023
In the era of a cashless economy, customers now emphasize banking services that are convenient, r... more In the era of a cashless economy, customers now emphasize banking services that are convenient, reliable and responsive. Mobile banking (m-banking) is among the latest in a series of recent mobile technological wonders. This research is aimed at investigating the effect of mobile banking service quality on customer retention among commercial banks customers in Southeast, Nigeria. The study examined the effect of reliability, responsiveness, information quality, privacy issues and system quality on customer retention. The study used an explanatory research design method using Original Research Article
International Journal of Bank Marketing, 2017
Purpose The purpose of this paper is to investigate the multidimensional concept of mobile bankin... more Purpose The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution. Design/methodology/approach An online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1). Findings Findings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by na...
Business Research Proceedings
Despite climate strikes and calls for climate action and sustainable consumption, clothing consum... more Despite climate strikes and calls for climate action and sustainable consumption, clothing consumption still accounts for the second highest carbon footprint and 10% of the world's carbon emissions, creating a social and environmental emergency. This paper extends behavioral reasoning theory with the Just-World-Belief to explain the role of reasons in the value-action gap. The paper posits that the effect of green values on climate actions is explained by reasons and Just-World-Belief. The model is tested with structural equation modeling using data from 256 Nigerian consumers, and the results reveal an unexpected negative effect of green values on climate action. Moreover, while reasons against are detrimental to climate action, reasons for have a positive effect on climate action. Furthermore, reasons (for and against) partially mediate the association between values and action, and the Just-World-Belief positively moderates the relationship between values, reasons, and climat...
European Journal of Management and Marketing Studies
In today’s competitive business environment, many salespersons appear to struggle in meeting sale... more In today’s competitive business environment, many salespersons appear to struggle in meeting sales targets and build long-term, profitable business relationships with customers. This paper examined the effect of salesperson’s service behaviour on sales performance in Henkel-Egil Limited, South-East, Nigeria. Four specific objectives and hypotheses guided this paper. A survey research design was employed and the sample size was 324 salespersons in the organization. The Census method was used in sampling respondents and the major instrument of data collection was a structured questionnaire. Data were analyzed using descriptive statistics such as frequencies, percentages, mean score, Likert scale, and Pearson Product Moment Correlation, which helped test hypotheses. Findings revealed that there is a positive but weak relationship between diligence and sales performance. It also indicated that information communication has a significant effect on sales performance. Results also showed a...
Management & Marketing
The ubiquitousness of social media has made it an effective strategy for firms to communicate wit... more The ubiquitousness of social media has made it an effective strategy for firms to communicate with consumers. Despite its relevance, it can be daunting and confusing when used as a marketing tool. This study examines the influence of social media marketing on customer-brand engagement in the banking industry. Based on a quantitative design, data were collected from 224 active followers of commercial banks’ social media pages in Nigeria. Cronbach’s alpha was used to test the reliability of the data while the hypotheses were analyzed using multiple regression analysis. The result showed that the social media marketing dimensions of entertainment, personalization and eWOM positively and significantly affect customer-brand engagement. Therefore, it was recommended that firms should design and develop contents that are fun, exciting, and resonates with customers and customize content to customers’ interests. Also, firms should incentivize customers to share their brand experiences on the...
British Journal of Marketing Studies
Electronic transactions in the financial sector have continued to surge unprecedentedly around th... more Electronic transactions in the financial sector have continued to surge unprecedentedly around the globe. Governments, politicians, and practitioners around the world have been paying close attention to cryptocurrencies in recent years. Cryptocurrencies, a cutting-edge method of exchanging value without the need for a physical medium, offer a number of potential advantages, including quick transactions, cross-border use, low transaction fees, transparency, high security, anonymity, and privacy. As a result, they are anticipated to bring about a significant revolution in the way money is exchanged in the future. In order to forecast adoption of cryptocurrency among Nigerian University FinTech Entrepreneurs, this study will use the Unified Theory of Acceptance and Use of Technology (UTAUT) paradigm. The population of study was drawn from three major universities in Anambra state. Sample sizes of 323 students were used, out of which 313 questionnaires were correctly filled and returned...
Business and Economic Research, 2017
This paper investigates factors that influence customers’ intentions to “port” mobile numbers in ... more This paper investigates factors that influence customers’ intentions to “port” mobile numbers in the Nigerian mobile telecommunications market. The study specifically investigates the effects of se ...
International Journal of Financial, Accounting, and Management
Business and Management Horizons
As the voice-service-market of mobile telecommunication providers fast reaches its saturation ami... more As the voice-service-market of mobile telecommunication providers fast reaches its saturation amidst increasing competition, its revenue potential to telecom providers continue to decline. Therefore, understanding consumers use behavior portends important strategic consideration for customer acquisition and retention for telecom operators. This study seeks to empirically determine the factors that influence the acquisition of multiple GSM networks by university lecturers in Southeastern universities in Nigeria. Data were generated from a sample of 301 respondents. Three hypotheses were stated and tested using Analysis of variance (ANOVA). The result shows positive relationships between income, social affinity networks, and brand image and consumer acquisition of multi SIM networks. It is therefore, recommended that income, social affinity, and brand image be used as strategic marketing tools to attract customers to acquire a particular network.
Management Science Letters
Consumers' consumption culture of the twentieth century has culminated into environmental degrada... more Consumers' consumption culture of the twentieth century has culminated into environmental degradation and its adverse consequences on health and the ecosystem. Despite these concerns, consumers still fail to purchase environmentally-friendly or green products due to the lack of awareness and belief about the benefits of such products. This study seeks to understand consumers' attitude towards green products by investigating the effect of consumers' green product knowledge, green product belief, environment affect and environmental concern on green product purchase intention drawing on the cognitive-affect-behaviour model. Multiple regression analysis was used to analyse the data from 348 Health workers from a Southeastern Health Institution in Nigeria and examined the proposed hypotheses. The result shows that green product purchase intention was significantly influenced by green product knowledge and environmental affect but no significant effect was found for green product belief and environmental concern. Environmental effects had the most impact on green product purchase intention. Therefore, it is recommended that marketers focus their marketing campaigns towards educating consumers on the availability and benefits of green products by using eco-labels and emphasizing the health and environment benefits of green products; appealing to consumers' morals and emotions in marketing campaigns for green products to spur consumers' interest in green products and adopting a green lifestyle.
Global Business Review
The prevalence of mobile data services has intensified competition and structured the market for ... more The prevalence of mobile data services has intensified competition and structured the market for mobile telecommunication services, resulting in decreased revenue particularly from voices services and high churn rate. Mobile service providers therefore seek ways to increase revenue by attracting and retaining mobile data users. This study investigates the determinants of customers’ brand choice and continuance intentions with mobile service providers in the context of mobile data service. This study also captures the impact of past experience on behavioural outcomes. Data were collected from 304 customers of mobile data service firms and analysed using regression analyses. Results indicate that mobile service quality, pricing structure and promotion, but not brand image, affect brand choice, whereas continuance intentions are affected by the mobile service quality, brand image and price. Customers’ past experience relates significantly and negatively to brand choice but not continua...
NG-Journal of Social Development
IOSR Journal of Business and Management
This study seeks to investigate youths' attitude towards news media listenership. Specifically, i... more This study seeks to investigate youths' attitude towards news media listenership. Specifically, it examines the relationship between youths' attitude (affective, behavioural, and cognitive attitude) towards news on radio and satisfaction with such news quality. It also examines the difference in the interest of young men and women towards news genre. 249 respondents were sampled from Federal Polytechnic Uwana, Afikpo and Nnamdi Azikiwe University, Awka. Correlation results show that the affective, behavioural and cognitive components of attitude correlates positively with young satisfaction with quality of news on radio. Also interest in news differs between young men and women. The implication of the findings is discussed.
Business and Economic Research, 2015
This paper examines service quality from the perspective of consumers' expectations of the qualit... more This paper examines service quality from the perspective of consumers' expectations of the quality of service delivery contrasted with actual service delivery (or service performance) in pension fund administration (PFA) marketing. Three hundred and eighty four respondents from various ministries, departments and agencies in Enugu participated in the survey. A modified version of SERVQUAL questionnaire instrument was used to elicit response on the service quality attribute and satisfaction. Two hypotheses were developed and tested using the student t-test statistics and Regression Analysis. The results showed that significant difference exist between customer perception and expectations of pension services. The assurance attribute was found to have the greatest influence on satisfaction and tangible cues with the least influence. It