Employee Training, Service Quality and Customers’ Patronage of Satellite Products and Services: Evidence from South-South, Nigeria

Abstract

This study investigated whether employee training and service quality influence customers’ patronage of satellite products/services companies in the South-South region of Nigeria. To do this, 400 questionnaires were administered, out of which 373 were completely retrieved and found usable. Data obtained in the survey were analysed using descriptive and inferential statistical tools. Findings indicated that there is a significant relationship between employee training, service quality and customer patronage of satellite products. The implication is that employee training and service quality serve as means of improving or enhancing the patronage of customers. Given that service quality positively affects customers’ patronage, there is a need for the management of satellite products/services to sustain their service quality mechanisms in order to attract more customers further. As a matter of fact, they should further strengthen their product by seeking more outlets or well-trained individuals who are capable of installing and repairing their products (decoders) when customers seek their attention. This study contributes to knowledge by using hybrid theories to describe employee training and service quality effects on customers’ patronage of satellite products/ services in Nigeria.