Influence of Service Quality of Electronics Craftsmen on Customer Satisfaction in Plateau State, Nigeria

ABSTRACT

The study was aimed at determining the influence of service quality of electronics craftsmen on customer satisfaction in Plateau State Nigeria. Specifically, the study strived to determine the influence of electronics craftsmen’s reliability, responsiveness, empathy, assurance, and tangibles on customer satisfaction in Plateau State. To achieve these specific objectives, five research questions and five null hypotheses were formulated to guide the study. The study adopted a descriptive survey research design. The population of the study consisted of 400 customers of electronics craftsmen who have at one time or the other maintained their electronics appliances in Kabong ward, Jos North local government of Plateau State. Sample of 200 respondents was used for the study. Yamane’s statistical formula for finite population was used to determine the sample size from the population. Purposive sampling technique was adopted in other to obtain the representative sample. 200 hundred copies of the questionnaire were administered and the same number was collected from the respondents. The internal consistency of the instrument was established as 0.92 using Cronbach’s alpha (α) method. The data gathered from the respondents were analyzed using mean to answer the research questions while the five null hypotheses were tested using t-test at criterion value of 0.05 levels of significance and at relevant degree of freedom with the use of Statistical Package for Social sciences (SPSS). Findings of the study from a modified SERVQUAL model indicated that the influence of empathy and assurance of electronics craftsmen on customer satisfaction was significant. The remaining service qualities which are reliability, responsiveness were insignificant. This implied that assurance and empathy were the only variables with significant influence on customer satisfaction. It was however recommended that electronics craftsmen who want to increase the level of customer satisfaction should emphasize the excellence in providing services that are reliable. In extension, being responsive, empathetic, assuring customers of security to their appliances as well as making tangibles pleasant to customers would increase customer satisfaction in Kabong ward, Jos North Local Government of Plateau State.