Factors Affecting the Effectiveness of Relationship Marketing in the Nigerian Telecommunication Industry: The Customers Perspective
Ibok 1, Nkanikpo Ibok 1, Sampson 1, Emem Akaninyene 1
Citation : Ibok, Nkanikpo Ibok, Sampson, Emem Akaninyene, Factors Affecting the Effectiveness of Relationship Marketing in the Nigerian Telecommunication Industry: The Customers Perspective International Journal of Managerial Studies and Research 2014 , 2(10) : 94-101
This study examines the various relationship marketing constructs using the concepts of trust, reciprocity, empathy and bonding. The main thrust was to unravel the relative influence of these factors on the effectiveness of relationship marketing within the context of the Nigerian telecommunication industry. Spearman's correlation statistics was used to test the hypotheses formulated based on information received from a cross section of subscribers of telecommunication firms in Akwa Ibom State, Nigeria. All the tested hypotheses were supported. Thus, we identify these factors as imperative for effective relationship marketing. We concluded with specific theoretical and managerial implications, while attention for further studies were also drawn