Relationship Marketing and Switching Behavioural Intention Among the Customers of Deposit Money Banks in Nigeria

Service rendering, including banking services, in the world over is becoming competitive, because customers expect higher service delivery, tailored towards meeting their individual needs. Thus, Deposit Money Banks are developing strategies to keep customer from defecting to other competitors so as to remain in the business. This precarious situation of banks led to re-thinking of corporates management to developing long lasting relationship with customers that will enhance sustainability. This was when relationship marketing, (RM) came into prominence in the banking industry, thereby attracting attention from researchers and marketing practitioners. The purpose of this study, therefore, is to investigate the influence of relationship marketing dimensions (communication, commitment, trust and conflict handling) on customers’ switching behavioural intention amongst selected Deposit Money Banks in Warri, Nigeria. A sample of 324 banks’ customers were selected using judgement sampling technique from a total of 61branches of 16 different Deposit Money Banks in Warri and its environs, and their responses were processed using the descriptive and inferential statistics of Ordinary Least Square regression technique. The study found out that there exists significant relationship between the dimensions of RM (commitment, communication, conflict handling and trust) and switching intentions of Deposit Money Banks’ customers in Warri and its environs in developing a good relationship. Based on the findings, we recommended that management of Deposit Money Banks should increase their commitment strategies (like ensuring flexibility in serving customers and personalising service to suit customers’ needs), communication strategies (like credit or debit alert messages, service failure and recovery messages), and intensify effort to improve conflict handling (like refraining from improper comments and never too-busy attitude of employees). All these strategies if adopted may lead to reduction of customer defection to other competitors’. Keywords: Relationship Marketing, Commitment, Communication, Trust, Conflict Handling Behavioural Switching Intention, Deposit Money Banks, Nigeria. DOI: 10.7176/JMCR/72-03 Publication date:October 31st 202

Predictors of Sustainable Energy Technology Adoption Behavior in South-Western Nigeria

This study focuses on the predictors of sustainable energy technology (SET) adoption behavior in south-western Nigeria. Although the extant literature is gorged with plethora of studies on sustainable energy technology adoption, studies that were conducted in a typical emerging economy like Nigeria in general and south-west Nigeria in particular are grossly under-researched and under-reported. The main objective of this study is to empirically investigate the predicting factors that influence the adoption of sustainable energy technology in south-western Nigeria. Based on the foregoing, the study adopted quantitative design and quota sampling as the research design and sampling method respectively. Questionnaire was the research instrument. The validity and the reliability of the research instrument were tested using construct validity and composite validity respectively. Hypothesized relationships were tested using structural equation modeling. It was found that performance expectancy, perceived value and effort expectancy have significant effect on the intention to adopt sustainable energy technology, while social influence, facilitating condition and intrinsic motivation do not. Also, it was revealed that there is a positive and significant relationship between intention to adopt sustainable energy technology and the actual adoption of sustainable energy technology. It was concluded that the study provided empirical support that Unified theory of acceptance and use of technology (UTAUT) provides a robust and comprehensive theoretical framework to predict, explain and describe sustainable energy technology adoption behaviour in a typical developing country context like Nigeria. The marketers of SET products should use price as their unique selling proposition to attract customers. Also, the quality of the SET products should conform with the expected performance of the product. Also, the SET marketers should endeavour that expected efforts of the prospective SET products consumers are met adequately since social influence, facilitating conditions and intrinsic motivation did not have significant effect on adoption intentions for SET. Keywords: Sustainable energy technology, Adoption behavior, Intention to adopt, Unified theory of acceptance and use technology, Structural equation modeling, Nigeria. DOI: 10.7176/JESD/11-8-07 Publication date: April 30th 202

Predictors of Consumer Patronage of Street Food Vendors in a Typical Developing Economy Context

This study centers on the predictors of street food patronage in Anambra Nigeria. Since food preparation at home is being replaced by eating out due to increase urbanization hence, an increase in the number of street food vendor; it is pertinent to investigate the predictors that influence street food patronage. Ironically, few studies have been conducted to document factors that predict street food patronage in a typical developing economy like Anambra Nigeria. Using this as a point of departure, this study mainly examines the factors that predict street food patronage. It was based on the study of selected street food consumers in Anambra Nigeria. Data were collected using questionnaire based on a quota sampling of 245 respondents. Factor analysis and multiple regressions were used to reduce data and test hypotheses respectively. Cronbach’s alpha coefficient was used to test the reliability of the instrument. Analysis of the data showed that attitude, subjective norms, perceived behavioral control, food quality and cultural influence are significant in predicting street food patronage with perceived behavioral control as the best predictor, followed by subjective norm, cultural influence , attitude and food quality in that order. Based on the findings, it was recommended that street food vendors should develop efficient and effective personal selling skills in order to develop and promote positive word-of-mouth, food spots should be well structured to reflect the local culture and prepare meals that are close to the cultural diets of the consumers and; tastiness, freshness and warmness of the food should never be compromised. Keywords: *Street Food, *Street Food Vendor *Consumer Patronage, *Attitude, *Perceived Behavioural Control, *Subjective Norm, *Cultural Influence, *Food Quality*Developing Economy, *Anambra, *Nigeria .

Self Service Technology and Customer Satisfaction in the Nigerian Online Sport Betting Industry

The eruption in technological innovation is felt in every industry of which the service industry is not exempted. This study examines the effect of SST on customer satisfaction among customers of the sport betting industry in a typical growing economy. Although extant literatures are replete with the effect of SST on customer satisfaction, empirical investigation on the nexus between e-service quality andcustomer satisfactions in the fast-growing sport betting sector is inchoate hence, earns the need for the research.  The main objective is to empirically investigate on the nexus between SST and customer satisfaction. To achieve this objective, a survey research was adopted, and unit of analysis represented online bettors in Anambra state. Quota sampling andquestionnaire was the sampling technique and research instrument respectively. A sample size of was drawn using cochran’s formula for unknown population. The internal consistency of the instrument was tested using Cronbach alpha coefficient test, with the entire variable above 0.70. The data was processed using SPSS version 23 and hypothesized nexus between SST and customer satisfaction analysed using multiple regression analysis. The finding revealed that accessibility, security and website design have a positive and significant effect on customer satisfaction while reliability showed a positive but non-significant relationship amongst online bettors in Anambra state. It was recommended that sport betting industry should ensure that their website layout is easily navigated and understood; that they should draw knowledge from banks and bear the data cost bettors incur in the process of betting. Finally, they should ensure a quick and prompt pay-out facility. Keywords: Self Service Technology, Customer Satisfaction, Online Sport Betting, Nigeria DOI: 10.7176/EJBM/12-8-01 Publication date:March 31st 202

Extending the Diffusion of Innovation Theory to Predict Smartphone Adoption Behaviour Among Higher Education Institutions’ Lecturers in Nigeria

With the rise in the number of ICT-enabled devices in Nigeria and considering the relevance and importance of these devices in effective teaching, it becomes legitimate and inevitable to understand the key predictors of smartphone adoption among lecturers in the higher education institutions (HEIs). While extant literatures are gorged with such investigations, the majority of Sub-Saharan African contexts are grossly under-researched. Using this as a point of departure, this paper seeks to answer these questions: what are the predictors of smartphone adoption among the university lecturers? And how do these identified predictors influence smartphone adoption among university lecturers? Since smartphone is a new technological device and its adoption as a teaching-enabled device is different from its traditional adoption for communication, the main objective of this paper is to empirically investigate the predictors of smartphone adoption among Nigerian university lecturers. The study was based on the lecturers of Nnamdi Azikiwe University, Awka, Anambra State, Nigeria. Data were collected using questionnaire based on multistage sampling technique of 284 respondents. Factor analysis and multiple regressions were used for data reduction and hypotheses testing respectively. Analyses of data reveal that personal experience, relative advantage, job relevance, triability, complexity and price were the predicators of smartphone adoption. The findings have serious implications for smartphone retail management among others. Keywords: Adoption Behaviour, Complexity, Higher Education Institutions, Job Relevance, Nigeria, Personal Experience, Price, Relative Advantage, Smartphone, Triability. DOI: 10.7176/EJBM/12-5-02 Publication date: February 29th 202

Cancer Care Team’s Management of Clinical Alerts Generated by Electronically Collected Patient Reported Outcomes: We Could Do Better

Electronically administered patient-reported outcome measures (ePROMs) are effective digital health tools for informing clinicians about cancer patients’ symptoms and facilitating timely patient-centred care. This paper describes the delivery of healthcare activities supported by the PROMPT-Care model, including ePROMs generated clinical alerts, cancer care team (CCT) response to alerts, and patients’ perceptions of the CCT response and ePROMs system. This mixed-methods study includes cancer patients from four cancer therapy centres in New South Wales, Australia. Quantitative and qualitative data were collected regarding clinical alert activity, CCT response, and patient perceptions of the CCT responses and ePROMs system. Qualitative data were thematically analysed. Of the 328 participants whose care was informed by the digital health tool, 70.8% (n = 233) generated at least one alert during the trial period, with 877 alerts generated in total. Although 43.7% (n = 383) were actioned by the CCT, at least 80% of participants found follow-up CCT phone calls beneficial, with multiple benefits confirmed in interviews. The cancer care delivery arm of the PROMPT-Care trial involving clinical alerts to the CCT was positively perceived by most participants, resulting in a diverse range of benefits. However, further work is required, informed by implementation science, to improve the percentage of actioned clinical alerts