Live Covid-19
United States 98,254,659
Cases: 98,254,659
Deaths: 1,084,893
Recovered: 95,188,388
Active: 1,981,378
India 44,597,498
Cases: 44,597,498
Deaths: 528,701
Recovered: 44,032,671
Active: 36,126
France 35,475,260
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Active: 752,549
Brazil 34,721,228
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Germany 33,386,229
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United Kingdom 23,672,855
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Italy 22,542,568
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Japan 21,345,939
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Netherlands 8,430,861
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Iran 7,550,021
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Mexico 7,090,330
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Taiwan 6,581,117
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Poland 6,297,656
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Portugal 5,498,126
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Ukraine 5,177,217
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Active: 84,230
Austria 5,162,934
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Deaths: 20,758
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Active: 111,518
Greece 4,920,192
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Deaths: 33,111
Recovered: 4,854,954
Active: 32,127
Malaysia 4,843,865
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Deaths: 36,375
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Active: 24,097
North Korea 4,772,813
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Deaths: 74
Recovered: 4,772,739
Active: 0
Thailand 4,682,132
Cases: 4,682,132
Deaths: 32,771
Recovered: 4,642,894
Active: 6,467
Israel 4,663,515
Cases: 4,663,515
Deaths: 11,698
Recovered: 4,644,081
Active: 7,736

Customer Service Management Practices and Profitability of Shopping Malls in Enugu State

Customer Service Management Practices and Profitability of Shopping Malls in Enugu State

ABSTRACT

The study was to evaluate the customer service management practices and profitability of shopping malls in Enugu State. The specific objectives were to: examine the relationship between empowered customer service staff and sales growth of shopping malls in Enugu State, evaluate the relationship between open line communication and the income generation of shopping malls in Enugu State and determine the relationship between the effective allocation of resources and customer retention of shopping malls in Enugu state. The population of the study was three hundred and fifty-five (355) made up of management and senior staff of the selected shopping malls in Enugu state. The study made use of the whole population because of the small number. A survey design was adopted for the study. Instruments used for data collection were an interview guide and questionnaire. Three hundred and fifty-five (355) copies of the questionnaire were distributed to the respondents and two hundred and ninety-seven (297) copies were returned representing eighty-four (84%) percent, while fifty-eight (58) copies of the questionnaire were not returned representing sixteen percent (16%). This shows a high rate of respondents. Data were presented and analyzed using frequency tables using Sprint Likert Scale.  Mean scores and standard deviation were used to analyze the data. The hypotheses were analyzed using the Pearson coefficient correlation (r) statistics tool with the aid of Statistical Package for Social Scientists (SPSS) version 20. The study revealed that Empowered customer service staff had a positive significant relationship with sales growth of shopping malls in Enugu State, (r=.196 < .872, p <.05). An Open line communication had a positive significant relationship with income generation of shopping malls in Enugu state, (r= .533<.858, p <.05) and Effective allocation of resources had a positive significant relationship with customer retention of shopping malls in Enugu state, (r= .269 <.822, p <.05). The study concluded that Empowered customer service staff, An Open line communication and Effective allocation of resources had a positive significant relationship with sales growth, income generation and with customer retention of shopping malls in Enugu state.  The study recommended among others that Organisations should endeavor to empower their staff for effective Customer service and for better information to make well-informed decisions that will put them one step closer to achieving their aims.

Keywords: Customer Service Management Practices, Profitability, Income Generation, Open Line Communication

Authorship:

1Ude Bethel Ihuoma, 2Onwubiko, Victor Uchenna 3Okafor, Ogochukwu Chukwuebuka, 4Usigbe, Patience Ese and 5Okechukwu, Elizabeth Uzoamaka, PhD || FULL PDF

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