Investigating Customer Satisfaction Drive in the Scramble for GSM Brands in the Nigerian Telecommunications Industry

This study investigated factors determining customer satisfaction within the Nigerian telecommunication industry. Printing data were obtained through a cross sectional survey, using a well-structured, self-administered questionnaire to 100 subscribers of the five major GSM providers in Akwa Ibom State, Nigeria. The data were analyzed using descriptive and inferential statistics. Findings revealed that network coverage, call quality, promotional pack and customer service were the most robust predictors of customer satisfaction. Based on these findings, some implications were drawn for future research. Keywords: GSM Brands, Customer Satisfactio

Employment Practices and Citizenship Behaviour of Sales Employees

This study is designed to identify those employment practices affecting organizational citizenship behavior among sales employees. Structured and unstructured questionnaire developed by Podsakoff et.al (1990); Williams and Anderson (1991) and Teseama and Soekers (2006) were used to collect data from a cross section of sales employees in five organizations located in Akwa Ibom State. The data were analyzed using multiple regression models. Based on the analysis of data, findings revealed that compensation, promotion, training and development were key factors affecting citizenship behavior of sales employees. Other factors  highlighted include; supervision, transfer, job challenge and job design,. The study concludes by recommending a re-evaluation of these employment policies as a basic first step towards enhancing citizenship behavior. Keywords: Attitude, behaviour, Dissatisfiers, organisational citizenshi

Impact of Supervisory Behaviours on Sales force Performance: The Case of Micro Finance Banks

This study examined the effect of supervisory behavioural dimensions on sales force performance with emphasis on the Micro Finance banks in Nigeria. Survey data were collected from 120 sales persons serving as marketers with Micro Finance banks in both Akwa Ibom and Cross River State. One hypothesis was formulated and tested using regression and analysis of variance. Findings indicate that all the supervisory behavioural dimensions were statistically significant and positively related with sales force performance. Implications were drawn for future research and managerial attention. Keywords: Supervisory Behaviour, Sales force Performanc

Political Violence in Nigeria and Its Implication for National Development

Political violence is a major impediment to Nigeria's national development. With the restoration to democratic rule in May 1999, high expectations were raised that the new democratic dispensation would resolve the risk of Nigeria's political violence, while speeding the country's economic and social transformation. It's worrying that since democratic rule returned, Nigeria has experienced a degree of unprecedented political violence that has crippled the efforts of national development. The fundamental thrust of this paper is to investigate the incidence of Nigeria's political violence and assess its national development consequences. The paper shows that political violence dissuades domestic and foreign investment in our economy, triggers government loss of revenue and resources, and results in the election of unqualified representatives to the detriment of the country's economic and social progress. This paper proposes reducing wages paid to political office holders, and politicians should strive to achieve national unity instead of growing religious and ethnic tensions. Lastly, National resources should also be equitably distributed by the government

Traditional Roles of African Women in Peace Making and Peace Building: An Evaluation

The study set out to scrutinize the scope of conflict in Africa and further evaluate the contribution of women to the peace process as well as the challenges such roles impose on them. The study affirms the important roles of women as an agent of peace in which they demonstrated an act of courage and love to end conflicts when men failed. The study shows that there is an overemphasis on women as victims of conflict or sometimes as combatants or agents. This largely conceals the invaluable contribution of women to the peace process. This position amounts to placing them in a position that they might be seen as weaklings or perpetrator of conflict. The study further concludes that most of the conflicts that became protracted and deep-rooted reflect institutional failure and the refusal of those in the position of authority to act at the right time due to greed, poverty, and lack of inclusive arrangement in governance. The study, therefore, recommends that the root of the problem must first be attacked in that government must be proactive enough to monitor, act promptly to diffuse tension in explosive issues that could lead to direct violence. This is achievable if the government is sincere, honest, and adopts an inclusive approach in governance thereby ensuring fairness in the distribution of resources

Customer Retention Practices of Microfinance Banks

The popularity which microfinance banking enjoys is predicated on its poverty alleviation potential. To attain this potential the banks need to be financially sustainable and can only achieve this by ensuring that their customers (the active poor) are satisfied and delighted by their service offerings. Microfinance bank services are undergoing major transformations, driven by change and customer sophistication. But their marketing has often been deficient in the area of customer retention. This study examines customer retention practices within the context of  micro finance banks. Data was obtained through a survey of 84 respondents, and analyzed using descriptive and inferential statistics. The study identifies a core group of retention strategies and explores the anticipated effects of these drivers. Managerial implications and future research directions are also discussed. Keywords: Microfinance, customer retention strategies, customer retention rate, Customer defectio

Socio-Economic and Demographic Determinants of Health Insurance Consumption

This study analyzed factors affecting health insurance consumption in Akwa Ibom State. Primary data were collected from a total of 60 national Health Insurance Scheme patrons and non patron. Data were collected on consumer’s education, income, age; religion, sex, marital status, access to health insurance information, occupation and family size. The data were analyzed using descriptive statistics and regression analysis. The socio-economic and demographic profile of the people revealed that most of the sampled NHIS patrons and non patrons were literate, engaged in meaningful employment, mostly married with average income, and were still in their active ages, and demonstrated meaningful exposure to insurance health information, which enable them to be or not to be active participants of the scheme. From the regression analysis, it was evident that all the variables except religion influenced insurance consumption positively whereas religion affects health insurance consumption negatively. Based on this, we recommended among other things, a re-alignment of health insurance marketing strategies with consumers socio-economic and demographic characteristics, as a measure to boost patronage.Key words: Socio-Economic; Demographic; Health insurance; Consumptio

Tourism Policy of a Sub-Region of the Niger Delta of Nigeria: An Evaluation

This study evaluates the tourism policy of a sub-region of the Niger Delta of Nigeria on the basis of international standards for tourism development.  Attempt was made to highlight the tourism potentials and activities in the region.  The findings have revealed omissions of crucial issues in the available “tourism charter” of the region to include; role of the private sector, incentives to private participation, guidelines for investors and environmental conservation among others.  The paper recommends specialized institutional participation such as universities in the process of developing complete tourism policy for the region in order to ensure effective and sustainable tourism development. Key words: Tourism policy, Tourism development, Niger Delta Region,  Akwa Ibom State, Nigeria

The Phytoplankton Community Structure of a Tropical River in Niger Delta, Nigeria

The phytoplankton community structure in Mbo Rver, Akwa ibom State was studied for a period of one year (December 2009-November 2010) using standard analytical methods. The aim was to study the algal structure as reference point for the sustainable management of the river in view of the proposed development plans for the river basin. The result showed that station 1 had the highest value of species richness making up 42.16% with 43 species. Station II recorded 30 species making up to 29.41% and Station III contributed to 28.43% of the sample with 29 species. A total of 102 species of phytoplankton in general and five taxonomic groups were collected. Of this total, the diatoms had the highest number of species (45 species), followed by chlorophyceae with 25 species. The highest diversity of 3.23 was recorded in Station I in march and the lowest of 2.96 in February also in Station 1. Keywords: Phytoplankton, community structure, Mbo Rive

Physico-Chemical Factors Influencing Zooplankton Community Structure of a Tropical River, Niger Delta, Nigeria

The Physical and chemical factors influencing the abundance, diversity and species richness of zooplankton in Mbo River, Akwa Ibom State, Nigeria were studied for twelve months (December, 2009- November, 2010) using standard analytical methods. The aim was to study the environmental factors determining zooplankton structure as reference point for the sustainable management of the river in view of the proposed development plans for the river basin. The result showed that Crustacea was highest and constituted 48% in Station I, and 30.8% and 33.3% in Stations II and III respectively. Other taxanomic groups present in this study include Rotifera which contributed to 20.0%, 50.0% and 55.6% in Stations I, II and III, respectively. Mollusc in Station I contributed to 8.0% of the species composition in this Station but was absent in Stations II and III. Protozoa which contributed to 9.1% of the total zooplankton composition in Station I was not recorded in the other two stations. The maximum diversity (Shannon-Weiner Index) per station/month (2.79) was calculated in Station I in September, 2010 and the minimum per station/month (0.93) was observed in Station III in July. Seasonally, the wet season recorded the maximum Shannon-Weiner Index value of 3.02 while the dry season recorded lower values. The significant seasonal variation in zooplankton density (cells/l), diversity and richness was regulated by rainfall, which also modulated the impact of the physico-chemical variables of the river surface water. Keywords: Community structure, Nigeria, Niger Delta, Physico-chemical factors,  Zooplankton