Service Tangibles and Customer Satisfaction of Car Rental Companies

Authors

  • Nsobiari Festus Awara
  • Joseph Amaechi Anyadighibe
  • Butum U. Ofum

Keywords:

Service tangibles, personnel appearance, vehicle cleanliness, air-conditioning, customer satisfaction

Abstract

This study examined service tangibles and customer (passengers) satisfaction of car rental companies in Calabar Metropolis. Its main purpose was to determine the relationship between service tangible dimensions of car rental companies (appearance of personnel, cleanliness of vehicle and air-conditioning system) and customer (passengers) satisfaction in Calabar Metropolis. The cross sectional survey research design was adopted; and primary data was obtained from 228 customers (passengers) of car rental companies in Calabar Metropolis with the aid of a 5-point Likert scale questionnaire. Data was analysed using descriptive statistics while hypotheses were tested using Pearson’s Product Moment Correlation in the Statistical Product and Service Solutions (SPSS 23). The findings of the study revealed that appearance of personnel, cleanliness of vehicle and air-conditioning system had significant positive relationships with customer (passengers’) satisfaction of car rental companies in Calabar Metropolis. It was concluded that there is a significant positive relationship between service tangibles and customer satisfaction of car rental companies in Calabar Metropolis, Cross River State. And, the following recommendations were proffered that:  car rental companies should pay close attention to the physical appearance of their personnel and ensure that they are always neat and presentable. Also, it is essential that they provide passengers with cars whose interiors and exteriors are clean; and well-functioning air-conditioning systems should be installed in their cars to provide comfort in order to enhance overall customer satisfaction.

Published

30-06-2022

How to Cite

Awara, N. F., Anyadighibe, J. A., & Ofum, B. U. (2022). Service Tangibles and Customer Satisfaction of Car Rental Companies. Nigerian Academy of Management Journal, 17(2), 187–196. Retrieved from http://namj.tamn-ng.org/index.php/home/article/view/198