Customer Satisfaction and Nation Building: A Case Study of Food and Beverages Firms in Rivers State.
Vol.5 Issue 1
The relationship between customer satisfaction and nation building was the pivotal point of this study. The study proposed a customer satisfaction and nation building model with perceived quality and customer expectation as the dimensions of the independent variable while national values and patriotism are measures of nation building as the criterion variable. A cross-sectional survey research design was adopted for the study while the Pearson Product Moment Correlation was used to test the hypotheses with the aid of the SPSS version 22. The target population for this study was fourteen (14) food and beverages firms domiciled in Rivers State and a sample of twenty-eight (28) respondents were drawn from the selected firms under our study. A self-administered structured questionnaire was used to collect primary data and data obtained through the survey instrument were analyzed. Based on the findings of this study, the paper concludes that customer satisfaction has a positive and significant relationship with nation building. The paper therefore recommends that organizations should focus on creating value for customers to inspire national integration, build national values and patriotism to enhance nation building.
