DEPARTMENT OF BUSINESS ADMINISTRATION

This study investigates the effect of service quality on customer satisfaction in public and private hospitals in Benin City. The objectives of the study were to find out the impact of tangibility of service delivery on patient satisfaction, to investigate the influence of reliability of service delivery on patient satisfaction, to ascertain the effect of responsiveness of service delivery on patient satisfaction; to determine the impact of assurance of service delivery on patient satisfaction and to inspect the effect of empathy of service delivery on patient satisfaction in the Nigerian hospitals.. Respondents were selected from one (1) public and two (2) private hospitals in Benin City Metropolis, Edo State, Nigeria. The data were collected through personal administration of 110 questionnaires and had valid responses. The study also used frequency distribution, mean, standard deviation, t-test statistics analysis, multi regression analysis and tables as major statistical tools for data analysis and test of hypotheses. The analysis revealed that assurance of the service delivery has significant relationship or influence on patient satisfaction in the Nigerian hospitals; tangibility of the service delivery has no significant influence on patient satisfaction, reliability of the service delivery has no significant relationship on patient satisfaction; responsiveness of the service delivery has no significant impact on patient satisfaction and that empathy of the service delivery has no significant impact on patient satisfaction in the Nigerian hospitals

Purpose- This study is aimed at investigating the willingness of Nigerian university students to whistle blow as well as to ascertain students view on examination malpractice.
Methodology- This study used the qualitative method of research, and data was obtained through the use of in depth interviews. A total of 35 students from a Nigerian university participated in the study. The method of thematic analysis was used to analyze the data. Findings-The findings of this indicated that students have little or no intention to whistle blow and while they believe that examination malpractice is wrong, they generally view whistleblowing as having a negative connotation. Research Implications-The findings of this study has implications for bodies and organizations interested in promoting whistleblowing activities as well as whistle blowers protection. Value-This study gives valuable insights into understanding how university students view whistleblowing which is an important information for organizations who intend to hire these students after they graduate.

This study investigates the impact of sales promotion practices on organisational performance of 7up Bottling Company in Benin, Edo State, Nigeria. Globally, sales promotion practices have evolved from traditional trade offers and in-store displays to sophisticated campaigns involving digital platforms, loyalty schemes, and time-limited discounts. In Nigeria, this evolution reflects an adaptive response to economic stressors and heightened consumer price sensitivity, with companies employing a range of promotional tools to influence buyer behaviour and build market presence. The study focuses on four key dimensions of sales promotion practices: price reduction, coupons, sampling and loyalty programs. It aims to determine how these factors influence the organisational performance of 7up Bottling Company, with a particular emphasis. A survey research design was employed, and data was collected from 137 employees of the company using a structured questionnaire. The findings reveal Price reductions significantly impact organizational performance by increasing sales, improving customer satisfaction, and contributing to market share growth and competitive positioning. Coupons influence organizational performance by increasing sales, improving customer loyalty, attracting new customers, and enhancing competitive advantage. Sampling has a positive effect on organizational performance by increasing the likelihood of purchases, improving customer satisfaction, attracting new customers, and enhancing competitive positioning. Loyalty programs contribute to organizational performance by retaining customers, improving profitability, enhancing competitiveness, and supporting long-term growth and sustainability

This study ascertains the impact of supply chain disruption on organizational performance using the case study of Nigeria Bottling Company, Benin City. The following hypothesis was tested to ascertain how key performance indicators relevant to its operation, such as production efficiency, customer satisfaction, and profitability, are influenced by supplier failures, defective materials, and regulatory changes. A survey research design was adopted for the research, and structured questionnaires were administered to randomly selected staff of the company. Descriptive and inferential statistical tools were used to analyze responses with the help of Statistical Package for the Social Sciences (SPSS). The findings showed that supply chain disruptions negatively affect organizational performance. Precisely, supplier failure and defective materials occasion delays in production, increase costs, and reduce product quality, while frequent regulatory changes impact negatively on efficiency of operation and consumer satisfaction. The study concludes that risk management in supply chains is critical for the sustenance of competitiveness and assured consistent performance. It recommends that NBC should diversify its supplies, enhance local sourcing, and invest in real-time supply chain monitoring technologies. In addition, proactive regulatory compliance and flexible logistics planning were advised in order to mitigate future disruptions. The following provides an overview of the contribution of this research in understanding supply chain risk management within the Nigerian manufacturing sector.

The rapid advancement of digital technology has significantly transformed the banking sector, with financial institutions increasingly leveraging digital platforms to enhance service delivery, improve customer experiences, and foster long term relationships. This study examines the relationship between digital technology and customer loyalty in the banking sector, focusing on Zenith Bank in Benin City, Nigeria. Despite substantial investments in digital banking solutions such as mo bile applications, internet banking, automated teller machines (ATMs), and AI driven customer support systems, challenges such as service reliability, security concerns, and limited customer awareness persist, affecting customer retention. This study employs a quantitative research approach to assess how key digital banking factors including accessibility, service quality, security, and customer awareness influence customer loyalty. A structured survey was administered to customers of Zenith Bank in Benin City, and the collected data was analyzed using statistical techniques to identify significant relationships. Findings indicate that while digital banking enhances convenience and accessibility, issues such as security concerns and system downtimes negatively impact customer loyalty. Moreover, customer awareness and trust in digital platforms play a critical role in determining long-term engagement with digital banking services.

This study was done to examine the impact of Human Resource Outsourcing on the organizational performance of different micro-finance corporations. Specifically the objective was to firstly determine the relationship between outsourcing human resource and organizational profitability of the micro-finance corporation, and to also find out whether outsourcing human resource leads to increase in profitability of different micro-finance corporation. The study used the descriptive survey because the data needed for this study is of primary nature and the sampled elements and the variables under investigation are to be observed without any attempt to control or manipulate them. This is a process where data are collected from the sample population through questionnaire. And with the help of Statistical Package of Social Sciences (SPSS) version 22.0 on the completed questionnaire to assess the relative strength of response to each of the items on the questionnaire.
The findings revealed that there is a relationship between Human Resource Outsourced (HRO) functions and organizational performance and reasons for outsourcing Human Resource functions in your organisation include: to provide human resource service which your organization cannot provide, ensure effectiveness in the human resource services/activities, save money to reduce operating cost, to have access to talent and expertise, streamline human resource service, make up for reduction in HRM staff, and ensure compliance with standard. This study recommended that management of micro-finance corporations could outsource their Human Resource function to ensure they are able to focus on core functions in the organization and that it also helps to measure Human Resource functions.

The study investigated the impact of entrepreneurial training on youth employment within Akoko Edo Local Government Area of Edo State. To achieve the purpose of the study, three research questions were raised and answered. The research design adopted for this study is the cross-sectional research design. The population for this study comprised of all the 404,218 residents from four (4) towns in Akoko Edo Local Government Area, namely: Igarra, Enwan, Ekpedo, and Ososo. The
sample size for this study consisted of four hundred (400) respondents. The data collected for this study were analyzed using multiple regression analysis. Descriptive statistics, such as frequency distributions and percentages, were employed to provide a preliminary summary of the respondents’ demographic characteristics and response patterns. Findings from the study revealed that workshops and seminars play a significant role in equipping youths with practical skills, technical knowledge, and business exposure that enhance their employability and entrepreneurial readiness. It was concluded that well- structured entrepreneurial training initiatives are instrumental in shaping a productive, economically active, and self-reliant youth population. Based on the findings, it was recommended that government agencies, NGOs, and community-based organizations
should organize more frequent and well-structured entrepreneurial workshops and seminars across Akoko Edo to ensure that youths acquire practical skills relevant to current labour market needs.

The study examined workplace humor and employee job satisfaction among academic staff of the University of Benin, Benin City, Edo state, Nigeria. The study specifically sought to ascertain the extent to which workplace humor impacts on the level of job satisfaction among employees. The study adopted a survey research design with questionnaire as the research instrument tailored towards the study objectives. The study sampled 257 respondents randomly drawn from a population of 1,896 academic staff of the University of Benin. Data gathered for the study was analyzed using descriptive statistics and the linear regression model to ascertain the causal relationship between the variable via SPSS 28.0. Findings obtained from the analysis showed among other things, a low level of workplace humor, and a low level of job satisfaction among the respondents. The regression analysis showed a lack of significant relationship between workplace humor and job satisfaction among the staff. Hence, the study concluded that workplace humor, though vital in maintaining social relations among employees; is majorly focused on the informal aspects of work which do not impact on employees satisfaction, performance or productivity.

This study investigated the impact of automated teller machine (ATM) on customers’ satisfaction. The objectives of the study was: to ascertain how Automated Teller Machine (ATM) enhances customer’s satisfaction in Ovia North-East LGA, Benin City; to examine the influence of ATM service quality on customer’s satisfaction in Ovia North-East LGA, Benin City; to examine the influence of ATM proximity on customer’s satisfaction in Ovia North-East LGA, Benin City, and to ascertain the impact of ATM security and privacy on customer’s satisfaction in Ovia North-East LGA, Benin City. The study made use of the cross sectional research design, and questionnaire which was made up of well-framed series of questions related to the research topic was used for data collection. Data was analysed using descriptive statistics and linear regression analysis. The linear regression (ANOVA) analysis was used to test the close relationship between the variables and also tested the hypotheses of the study. The analysis was conducted using the Statistical Packages for Social Sciences (SPSS 22) software. Findings from the study revealed that there exist a significant relationship between ATM usage and customers’ satisfaction in Ovia North-East LGA, Benin City; there is a significant relationship between ATM service quality and customers’ satisfaction in Ovia North-East LGA, Benin City; there is a significant relationship between ATM proximity
and customers’ satisfaction in Ovia North-East LGA, Benin City; and there is a significant relationship between ATM security/privacy and customers’ satisfaction in Ovia North-East LGA, Benin City.

on the business performance of Small and Medium-sized Enterprises (SMEs) in the context of the COVID-19 pandemic. To address its objectives, the research formulated four research questions, four objectives, and two hypotheses. A sample of 100 respondents was surveyed using questionnaires. Data analysis was conducted using SPSS version 20.0 and Eviews 10, with descriptive statistics presenting the results and regression tests assessing the research hypotheses. The findings highlighted the substantial influence of ICT adoption on SMEs' business performance during the COVID-19 crisis. Various ICT tools were adopted, including telecommuting options, virtual communication platforms, cloud computing, CRM software, and e-commerce platforms. Regression analysis confirmed the positive relationship between ICT adoption and improved business performance. However, SMEs encountered challenges during this transition, such as limited internet access, financial constraints, power outages, inadequate employee technical skills, and a lack of awareness regarding ICT benefits. Notably, the study revealed that while resources and technological capability significantly influenced ICT adoption, perceived usefulness did not. The study recommends several actions based on these findings. Businesses should promote the use of ICT tools to enhance productivity, particularly during crises. Efforts should focus on improving internet infrastructure and affordability for SMEs, with a stronger allocation of resources toward ICT adoption and employee skill development. Comprehensive awareness programs should educate stakeholders on ICT benefits, and businesses should prioritize resource allocation and technological capability enhancement for successful ICT adoption. These recommendations can help SMEs leverage ICT effectively for sustained business performance.