DEPARTMENT OF BUSINESS ADMINISTRATION

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.

Small and Medium Enterprises play a very important role in development of the Nigerian Economy. Making up about 97% of the entire economy, they serve as a source of employment generation, innovation, competition, economic dynamism which ultimately lead to poverty alleviation and national growth. Tax policy is one of the factors that constitute the Small businesses’ economic environment. This research work tries to establish if any relationship exists between the growth of Small businesses and the tax policy environment in which they operate in Nigeria. Questionnaires were distributed to Small businesses in Benin City, Edo State, problem of high tax rates, multiple taxation, complex tax regulations and lack of proper enlightenment or education about tax related issues. Although there was a general perception that tax is an important source of fund for development of the economy and provision of social services, the study revealed a significant negative relationship between taxes and the business’ ability to sustain itself and to expand. In order to obtain a vibrant and flourishing SME sector, the tax policy needs to be appropriate such that it will neither be an encumbrance to the Small businesses nor discourage voluntary compliance. A suggested solution is by increasing tax incentives through reducing tax rates and increasing tax authorities’ support services towards small and medium enterprises.

The study examined social media and its impact on small scale businesses in Nigeria using Ovia North East Local Government Area of Edo State as a case study. The study specific objectives was to examine the role of social media in enhancing the SMEs’ profitability, determine if social media affect market expansion of SMEs and examine whether social media influence the growth and development of SMEs. The study was restricted to SME operator in Ovia North East Local Government Area of Edo State. The study's research population consisted of small and medium-sized enterprises (SMEs) operating in the Ovia North East Local Government Area of Edo State, with a particular focus on their utilization of social media. In this local government area, there exists a substantial pool of SMEs, numbering more than one thousand (1,580), as revealed in a field survey conducted in 2023. The selection was entirely random, involving the participation of
100 employees from a selection of four (4) distinct SMEs. Specifically, 25 questionnaires were distributed to each of the four SMEs. The reason for using simple random sampling technique is to ensures that every member of the population has an equal chance of being included in the sample. The data collected will be analyzed in regard to the research questions and hypotheses for the study using the Statistical Package for Social Science (SPSS 22)

This study examined the influence of stress management strategies on students’ academic performance in the University of Benin, Benin City. The specific objectives were to examine if meditation, psychological well-being, time management, balance academic workload and students’ social support influence students’ academic performance in the University of Benin, Benin City.
The study adopted the survey research design type. A total of forty-two thousand six hundred and forty-eight (42,648) students of the University of Benin constituted the population, while three hundred and ninety-six (396) formed the sample size of this study. Data was generated through structured questionnaire administration. The copies of questionnaire that were successfully retrieved were analysed using descriptive and inferential statistics. The Statistical Package for Social Science (SPSS) version 24 was used to analyse the data.
The study found that meditation, psychological well-being, time management, balance academic workload, social support all had positive and significant relationship with students’ academic performance in the University of Benin. The study recommended that meditation and time management strategies are communicated to the students in order to cope with their stress levels in a responsible manner. It was also recommended that the academic workload should be balanced with other social activities. Finally, it was recommended that parents or guardians and teachers should give the needed social support, build and protect their children/students’ psychological well-being in order to improve academic performance of the students and avoid stress related problems in schools

This study examines the impact of employee involvement on organisational performance in selected beverage firms in Benin City, Edo State, Nigeria. The research focused on four key dimensions of employee involvement: participation in decision-making, delegation, consultation, and commitment. The study uses a descriptive survey design, data were collected from 179 employees across beverage firms in Ikpoba Okha, Ovia North-East, and Egor Local Government Areas. The analysis was conducted using both descriptive statistics and multiple regression analysis via SPSS version 22. Findings revealed that employee participation in decision-making and consultation had significant positive effects on organisational performance, while delegation and commitment showed positive but statistically insignificant effects. The regression model accounted for 55.7% of the variance in organisational performance, indicating that employee involvement plays a substantial role in enhancing firm productivity.
The study concludes that consultative and participatory management practices are critical to improving performance, while delegation and commitment require better institutional support and implementation strategies. It recommends that management in beverage firms adopt integrated involvement frameworks that encourage employee voice and collaboration. This study contributes to the literature by offering empirical evidence on the multidimensional impact of employee involvement and provides practical insights for enhancing performance through inclusive organisational practices within the Nigerian manufacturing context.

The purpose of this study was to examine communication as a tool in enhancing organizational performance in some selected media houses in Benin city, Edo state, Nigeria. To actualize the objectives of this study, four research questions were raised, and four hypotheses were generated to guide the study. The study covered a sample size of one hunderd and seventy one (171) respondents which were staff and employees drawn randomly from four media houses in Benin city, Edo state, Nigeria namely: ITV, NTA, DAAR COM, and Silverbird TV. The study adopted questionnaire as research instrument to sample the opinion of the respondents on the research subject. A total of 171 questionnaires was distributed to employees from the selected media houses, retrieved and analyzed. The data gathered through the administering of questionnaires was analyzed using descriptive statistics through frequency distribution. The Multiple Ordinary Least Square regression technique was used to test the null hypotheses and ascertain the relationship between the variables using Statistical Package for Social Sciences (SPSS) Version 20.

This study investigated the influence of logistics services on the organisational performance of the Nigerian Block Industry in Delta State. Specifically, it examined the relationship between warehousing management, information flow management, material handling, inventory management, transport management, reverse logistics management, and the organisational performance of the Nigerian Block Industry in Delta State.
The research adopted the survey research design, management staff of the block industries in Delta State, Nigeria. A total of 193 questionnaires were distributed, with 189 usable responses retrieved. Stratified random sampling was employed to administer the questionnaires to the selected management staff. Data analysis involved descriptive statistics such as frequency distribution, mean, and standard deviation, as well as multiple regression analysis using the Ordinary Least Squares (OLS) technique in SPSS Version 24.
The results gotten indicated a significant positive correlation between warehouse management, material handling management, inventory management, transport management, and organisational performance, while a negative correlation exists between information flow management, reverse logistics management, and organisational performance in the Nigerian Block Industry, Delta State.
The study recommends that the Nigerian Block Industry prioritise the provision of adequate warehousing facilities and management systems, ensure timely communication and information dissemination across all stakeholders in the logistics flow system, implement proper materials handling procedures and processes, establish effective inventory management systems, and institute reverse logistics practices to recycle and re-utilize unused parts and components.

The study investigated influence of packaging on consumer buying behaviour (CBB) of fast moving consumer goods (FMCG). Goods selected for this study were beverage brands. Namely, Bournvita, Milo and Ovaltine. The specific objectives of the study were to: examine
customers’ perception of packaging elements; ascertain the relationship between packaging elements (visual, structural and informational) and CBB; and find out if consumer demographics significantly influence CBB of the selected beverage brands. To achieve these objectives, a correlational and ex post facto design was adopted for the study. The research instrument – a questionnaire –was administered to respondents drawn
from these locations Ugbowo, Benin City and Airport Road, Warri, Delta State. Of the four hundred (400) questionnaires distributed, three hundred and eighty-five (385) were found to be usable. Data obtained were coded and analysed using descriptive and inferential statistics. The study found that of the various packaging elements, only the structural dimension (material, shape and size) had a significant relationship with consumer buying behaviour for the selected beverage brands: Bournvita, Milo and Ovaltine. Beverage manufacturers must therefore attend to these issues if they desire consumers to be favourably disposed to buying their products.

This study examined the impact of remote work on employee productivity at Guaranteed Trust Bank (GTB) in Oredo Local Government Area, Benin City. Using a descriptive survey design, the research investigated factors such as flexibility in work hours, technological infrastructure, communication efficiency, work-life balance, managerial supervision, and employee training. The findings revealed that remote work had a positive effect on employee productivity, primarily due to the flexibility in work schedules, improved work-life balance, and robust technological support. The recommendations emphasized the need for GTB management to maintain and enhance flexible work hours, invest in technological infrastructure, and support effective communication to prevent employee isolation. Additionally, the study highlighted the importance of continuous training and managerial support in helping employees adapt to remote work environments. Employees were encouraged to leverage these flexible arrangements for balancing personal and professional responsibilities, ensuring sustained productivity. Human Resource departments within the banking sector were urged to prioritize training, provide timely feedback, and facilitate seamless communication to foster employee engagement and productivity in remote work settings. These actions were considered essential for promoting long-term success in the remote work model across GTB and the wider banking sector.