Nigerian Academy of Management Journal

Customer Engagement and Trust in the Banking Industry: The Moderating Role of Service Quality

Kennedy O. Nwagwu — 2023-08-15

The study examined the moderating effect of quality service delivery in the relationship between trust and customer engagement in Nigerian banks. To attain the aim of this study, a cross-sectional research design was employed. Four hundred and eighty (480) bank customers selected through quota sampling from 15 listed banks in Abuja were administered with the study instrument. A structural Equation Model (SEM) was used to analyze generated data. The study found trust and service quality to have significant effects on customer engagement. Also, quality service delivery was found to moderate the relationship between trust and customer engagement. The study concludes that customer engagement can be enhanced through trust and quality service delivery. Thus, banks should aim at providing quality service that is trusted by customers to create a fertile ground for the desired engagement of customers.

Balance Scorecard and Performance of Money Deposit Bank in Nigeria

Alexander Olawumi Dabor — 2023-08-15

The balanced scorecard is a premeditated performance management device introduced and invented in the nineties and has received global recognition and employed by firms and has drawn extensive attention from scholars the world over. The objective of this study is to ascertain the effect of Balance Scorecard and firm performance. The target population is composed of all staff working in deposit money banks in Abuja.

The researchers distributed 300 copies of the questionnaire to respondents which comprise top management staff, middle managers and junior staff of selected fifteen quoted deposit money banks. Test and pre-test statistics were performed to estimate the reliability of the instruments. Pearson's Coefficient of values greater or equal to 0.7 was an acceptable indicator of internal consistency. The data collected from the field were analyzed by multivariate regression statistical and descriptive statistics techniques.

The results reveal Growth and learning have a positive impact on organizational performance while customer perspective has a positive relationship with organizational performance; finally, the result revealed customer perspective has no significant relationship with organizational performance. First, recommended that management should focus on employee training and enhancement in order to increase performance. Second, the study recommends that management should focus on customer satisfaction to enhance performance.

Career Plateau and Employee Performance Among Academic Staff of University Of Nigeria Enugu Campus Nigeria

Agu Okoro Agu — 2023-08-15

The study focuses on the effect of Career Plateau on Employee Performance Among Academic Staff of the University of Nigeria Enugu Campus Nigeria, The specific objectives are to determine the effect of Content Career Plateau on the performance of the academic staff of the University of Nigeria Enugu Campus, ascertain the effect of Structural career plateau on employee performance of the academic staff of the university of Nigeria Enugu Campus and determine the effect of personal Career Plateau on employee performance of the academic staff of the university of Nigeria Enugu Campus. The study had a population size of 1482 which are academic staff of the University of Nigeria Enugu campus in Nigeria. Taro Yamane was used to determine the sample size from which a sample size of 315 was derived. The Instruments used for data collection were questionnaires and interviews. A total of 315 copies of the questionnaire were distributed while 305 copies were returned and 10 were not returned. The Survey research design was adopted for the study. Three hypotheses were tested using multiple regression statistical tools. The findings indicated Content Career Plateau negatively affects the employee performance of the academic staff of the University of Nigeria Enugu Campus. Structural career plateau negatively affects employee performance of the academic staff of the University of Nigeria Enugu Campus., Personal Career Plateau negatively affect employee performance of the academic staff of the University of Nigeria Enugu Campus. The study concluded that Career plateauing is an existential phenomenon in the workplace of today. The study recommended that higher institutions should adopt a flexible structure that will not hinder the career progression of staff, at the same time will allow them to be committed to their job

Community Stakeholders Participation in Extractive Industry Corporate Social Responsibility

Cele U Njoku — 2023-08-15

The extractive industry is the major earner of foreign exchange for most developing countries, and the activities of these industries either mineral or oil extraction strongly affect the community in which they operate. Failure to integrate the community stakeholders in the organization's strategic vision has resulted in the loss of life, properties, and in most cases complete shutdown of operation as evidenced in the Niger Delta business case in Nigeria. Identifying the actual community stakeholders and involving them in the strategic vision of the organization through Corporate Social Responsibility (CSR) are some of the challenges facing organizations in the extractive industry. Therefore, the core objective of this paper is to examine the various models and theories through which organizations can identify the actual community stakeholders and get them to participate actively in the organization's strategic vision.

Determinants of Financial Intermediation and its Implications on Economic Growth in Nigeria

Ochuko S. Alagba — 2023-08-15

This study investigated the determinants of financial intermediation and its implication on economic growth in Nigeria from 1995 to 2019 using the Auto-regressive Distributed Lag (ARDL) Approach. Various financial intermediation determinant proxies considered include total bank deposit (TBD), private sector credits (PSC), broad money supply (BMS), and interest rate spread (IS) against real Gross Domestic Products. We sourced information from the CBN statistical bulletin and World Bank data bank from 1995 to 2019. The unit root test reported mixed integration while the ARDL bound Cointegration test reported that financial intermediation determinants and growth are related in the long run. Specifically, the short-run ARDL result reported that past values of TBD, PSC, and BMS exerted a direct impact on the Nigerian economy. However, the past values of INS impaired the economic growth of Nigeria. Also, in the case of the ARDL Long run Coefficient, only TBD and BMS induced growth positively and significantly in the long run. Hence, we conclude that TBD and PSC induce growth only if the money in circulation and interest rate spread are low. It is on this premise; the study recommends that banks should increase their deposit mobilization and accumulation outlets since it is growth-inducing both in the short and long run. Again, banks should more credit facilities to the private sector since it is growth-inducing both in the short and long run.

Conceptualizing Humane Buying and Its Role in Reducing Rural Farmers’ Vulnerability in a Post-Pandemic Era

Godswill Agu Agu — 2023-08-15

In late 2019, the world was hit with a deadly disease which was later described as a pandemic on March 11, 2020, by the World Health Organization (WHO). The COVID-19 pandemic, as it is called (WHO, 2020), ushered in the deepest recession since the Second World War, with the largest fraction of economies experiencing declines in per capita output since 1870 (The World Bank, 2020). The pandemic unleashed a health and economic crisis, unprecedented in scope and magnitude, with lockdowns and border closures paralyzing economic activity and laying off millions of workers globally (United Nations Report, 2020). Besides, global, regional, national, state, local, and individual family economies contrasted drastically, thus reducing the general standard of living and well-being (Agu et al., 2021).

Inclusive Industrialization and Economic Growth in Nigeria: The Challenge of Corporate Managers in Manufacturing Sub-Sector (2000 – 2021)

Nkechi C. Ojiagu — 2023-08-15

This study explored inclusive industrialization and economic growth in Nigeria. The specific objectives were to ascertain the relationship between manufacturing value added and real GDP; and to determine the relationship between manufacturing employment and real GDP. It adopted an Ex Post Facto research design and data were analyzed with simple regression, while the test of hypotheses was done at a 5% level of significance. The findings revealed that a significant positive relationship exists between manufacturing value added and real GDP, while a significant positive relationship exists between manufacturing employment and real GDP. Therefore, the study concluded that inclusive industrialization will facilitate the economic growth of manufacturing firms in Nigeria through corporate managerial activities. Sequel to this, the study recommended among others that the Nigeria government needs to inject more funds into the manufacturing subsector in order to achieve inclusive industrialization in the country so as to boost economic growth.

Information and Communication Technologies: Strategic Tool for Enhancing Lecturers Performance in Tertiary Institutions in Rivers State amidst Covid-19 Pandemic Era

Lucy Horace Owonte — 2023-08-15

The study delved into information and communication technologies as a strategic tool for enhancing Lecturers’ Teaching Performance in Tertiary Institutions in Rivers State. The research design is qualitative in which related literature was reviewed. The paper discussed information and communication technologies in light of the availability of information and communication tools, utilization of the ICTs, challenges in the use of ICTs and the concept of Lecturers' performance. Availability was viewed in the sense of not just having the facilities available but the ability of the Lecturer to use the available digital tools. From the reviewed scholarly literature the paper suggested that government should embark on massive training and retraining of Lecturer in public tertiary institutions in Rivers State, while the lecturers themselves should brace up for self-development to cope with the contemporary world of education.

Integrating Environmental Sustainability into Destination Marketing Strategy towards Destination Competitiveness: Evidence from Nigeria

Ebere Rejoice Okocha — 2023-08-15

An increase in the number of international tourists looking out for sustainable tourism destinations has made many destination marketing organisations and business managers in the tourism ecosystem think towards integrating environmental sustainability into their marketing strategies in order to attract more tourists. Therefore, the purpose of this study was to assess the importance of integrating environmental sustainability into destination marketing strategy towards destination competitiveness, and also measure the relationship between environmental sustainability and Nigeria's tourism performance as measured with international tourist arrivals and international tourism receipts. The study adopted mixed methods of quantitative and qualitative. For qualitative, literature was reviewed and observations were made on the state of sustainability practices in Nigeria. Quantitatively, secondary data were collected from the database of the World Economic Forum on environmental sustainability index and the World Bank on international tourist arrivals and tourism receipts from 2006 – 2019. The findings show that marketing has evolved over the years to focus on not just customer satisfaction but social and environmental sustainability. Besides, the quantitative analysis revealed a weak relationship between environmental sustainability and international tourist arrivals and tourism receipts. The study recommends environmental sustainability issues must be integrated into the marketing strategies of the destination marketing organisation and other stakeholders in the tourism sector in Nigeria in order to attract more tourists from developed and sustainability-conscious nations, which would lead to more tourists and revenue to Nigeria.

Post COVID-19: Technology Entrepreneurship and Innovation of Global Businesses in South – East, Nigeria

Donatus Chukwuemeka Obialor — 2023-08-15

In today’s highly competitive environment, the goal of each organization is to defeat competitors and win new customers. Every crisis is an opportunity and brings challenges and threats to entrepreneurs and their organizations, no matter if initiated by human behaviour, national disasters or economic mechanisms. The study is on covid-19: technology entrepreneurship and Innovation on global businesses. The study was conducted to examine the impact of technology entrepreneurship and innovation on global businesses in the face of covid-19 crisis in Imo State, South East, Nigeria. The result shows that technology and Innovative activities have a significant influence on the competitiveness of global businesses and that firms’ innovative resources have a significant effect on global business performance in Imo State, South East, Nigeria. The study recommends that Global businesses should promote technology entrepreneurship by creating innovative activities that would lead to collaborative exploration and experimentation. The study concludes that technology entrepreneurship is perceived as necessary for growth, differentiation, and competitive advantage at the firm, local, state and National levels.

Public-Private Partnership in Education and Sustainable Development in Nigeria

Charles Daniel Enyia — 2023-08-15

With the current state of public schools all over the country, there is a clarion call for private and foreign institutions to come to the rescue and support the effort of the government. There is also a need for the government to set its priorities right and increase its budgetary allocation to education. This study considers the extent to which public-private partnership (also known as PPP) in education can bring about the attainment of sustainable development. The baseline theory for this study was anchored on systems theory which considers the sum total of a whole as the interaction amongst its interrelated parts. The study diagnosed the extent to which the budgetary allocation to education can bring about effective sustainability development with not greater than 15% allocation from the total budget. This is indeed a clear reason why private institutions should come in and synergize with public institutions to ensure that schools are competitive.

Social Intelligence and Organizational Citizenship Behavior of Selected Oil and Gas Firms in the South-South, Nigeria

Egbule A. C. Solomon — 2023-08-15

This study examined the relationship between social intelligence and organizational citizenship behaviour of oil and gas firms in South-South, Nigeria. A cross-sectional research design was adopted in studying five (5) of these firms reported. Non-managerial employees are reported to have constituted the population of the study. From the field survey, forty-five (45) copies of the questionnaire were analyzed; Structural Equation Modeling as a statistical tool from AMOS version 20.0 was used to determine the relationship existing between the variables while the beta-values obtained were used to test hypotheses formulated for the study. Findings revealed the existence of a significant relationship between the dimensions of social intelligence namely; self-awareness, social awareness and situation awareness and organizational citizenship behaviour (OCB) and that leadership orientation significantly moderates the relationship between the variables (predictor and criterion). It was concluded that the association between the variables is positive and direct in that those who have a strong sense of satisfaction in the leaders' disposition have the tendency to believe in sincerity in organizational processes thus producing positive behaviours; also with social intelligence in the organization, OCB remains prevalent. Thus, it was recommended that the management of these oil and gas firms should strive to be promoting prompt open communication together with organizing regular meetings between their workers and their managers and designing monthly workshops on equality, integrity and employee-employer relationship should be considered to elicit OCB and other positive organizational outcomes.

Sustainable Development Goals (SDGS): Content, Importance, Implementation Challenges and the Roles of the Management Scientist

Isaac Zeb-Obipi — 2023-08-15

This paper examines the Sustainable Development Goals (SDGs) also known as the Global Goals (GGs) initiated by the United Nations Conference in 2012 and by September 2015 adopted by the United Nations General Assembly. The SDGs constitute the focus of the UN Agenda 2030 in the belief that they would have been achieved by the year 2030. The aim is to the paper is to rethink the SDGs through a discourse on their content, importance, challenges faced in implementing them and the roles of management scientists. The study’s methodology is a review of literature, drawing largely from the existing body of knowledge for a new perspective, the re-thinking perspective. The study findings include what the SDGs seek to address, the importance of the SDGs, the challenges faced in the implementation of these goals and the roles of management scientists in ensuring the realization of these goals. The identified roles of the management scholar cut across advocacy and the various fields of management within the framework of the 17 SDGs. Thus, the paper recommends that scholars should bring their expertise in entrepreneurship, investment, human resource, green, financial, product, process, conflict, and international management to bear in the pursuit of these goals. This is what “rethinking the SDGs” involves on the part of management scholars or scientists. It is the expectation of this paper that this rethinking facilitates the achievement of the Sustainable Development Goals (SDGs).

The Influence of E-Marketing Promotional Tools On Church Membership Growth during the Covid-19 Lockdown in Calabar Municipality

Eyo E. Essien — 2023-08-15

This study assessed the influence of e-marketing promotional tools on the growth of churches in Calabar Municipality. Specifically, this study sought to establish the extent to which the use of e-advertising, social media, direct marketing, e-images, and e-videos enhanced church attendance/growth during the COVID-19 lockdown in Calabar Municipality. A cross-sectional survey design was adopted whereby structured questionnaires were personally administered to 376 purposefully selected Pentecostal church leaders identified from the list of attendees to the regular monthly meetings organized by the Pentecostal Fellowship of Nigeria, Calabar branch. A final sample of 261 respondents was used to test hypotheses after conducting the necessary preliminary data checks. Results of hypotheses testing using multiple regression analysis techniques show that while the use of social media and e-videos significantly enhanced the growth of churches during the COVID-19 lockdown, e-advertisement, e-images and direct marketing had no such effect. The study also found that relatively, social media handles are more powerful in enhancing church growth than e-videos. Based on the findings of this study, it was concluded/recommended that churches could improve their membership strength by increasing their use of social media and e-video tools as the primary channels of engaging their audience when conditions make it impracticable for physical face-to-face assembly, while e-advertainment and direct marketing tools may be used as supplementary tools because of their marginal benefits.

The Influence of Service Delivery System Effectiveness on Perceived Service Quality in Public Hospitals in Cross River State

Eyo E. Essien — 2023-08-15

This paper examined the role of service delivery system (SDS) effectiveness on the perception of service quality in public hospitals. Specifically, this study examined the effect of four SDS effectiveness indicators (viz., service coordination effectiveness, effectiveness of frontline employees’ role performance, effectiveness of employee adaptability to individual customers’ needs, and service process control effectiveness) on clients’ perception of service quality in various public hospitals. Structured self-administered questionnaires were used in collecting data from a convenient sample of clients/patients who were either visiting the hospitals to see a doctor or leaving after being attended to by a doctor (final n = 276). Results of data analysis and test of hypotheses using multiple linear regression analysis techniques confirm the positive influence of the four dimensions of SDS investigated on perceived service quality. It was concluded that a well-designed and properly-managed SDS which incorporates the dimensions considered in this study can enhance the efficiency and effectiveness of service delivery in public hospitals, as well as service providers’ performance.

The Mediating Role of Innovation in the Relationship between Business Networking and Small Firms’ Performance in Nigeria

Joseph Eyo Duke — 2023-08-15

This study examined the mediating role of innovation in the relationship between business networking and the performance of small firms in the Niger Delta region of Nigeria. Four dimensions of business networking (network competence, network capability, volume of networks and strength and content of ties) were explored, while performance was measured with financial (profitability and sales growth) and non–financial (customer retention, and corporate reputation) indicators. A descriptive research design was used for the study, with data collected from a sample of respondents drawn from 389 firms. The regression analysis results showed that network competence, volume of network and strength and content of ties each had significant positive effects on performance, while network capability had a negative impact. The Sobel test indicated that innovation fully mediated the relationship between business networking and small firm performance. The findings reinforce the need for small firms to increase the scope of their networks, while also investing in developing the knowledge and capacity of their managers in soft skills, as these are important for building and managing relationships

Theory of Consumer Choice on Annuity Market and Annuity Decisions in Nigeria

Halimah Sani Sambo — 2023-08-15

The objective of this study is to empirically assess the annuity market and decisions surrounding the consumer's choice of his/her retirement funds. The paper discusses the Antiquity of Annuities, the Annuity Market, industry analysis of the decumulative (payout) phase under annuity in Nigeria, the Theory of Consumer Choice on Annuity Decisions, life cycle theory and proffered recommendations. The paper is an initial theoretical attempt at a virgin area which needs to be brought to the fore for the Nigerian populace. The paper suggests further indebt empirical analyses be undertaken on the industry as it pays out more funds to its annuitants. The pattern of consumer choice can also study as data accumulates in the area.

Transformational Leadership, Entrepreneurial City Development and the Attainment of Sustainable Development Goals in Nigeria

Soye Peniel Asawo — 2023-08-15

The actualization of the Sustainable Development Goals requires deliberate actions of managers of the public sector. This theoretical review paper examines extant literature to determine how the right actions of the public sector can facilitate these transformative goals. The study identifies the entrepreneurial city model as a strategic option for driving sustainable development goals but argues that this can be made possible when leaders in the public sector adopt the tenets of transformational leadership. The study consequently recommends that leadership and entrepreneurship education should be given priority attention in Nigeria with a focus on building competition among the States on the implementation of the Sustainable Development Goals.

Marketing Strategy and Its Impact on the Performance of Small And Medium Scale Enterprises in Kogi State Of Nigeria

J. C. Ihemeje — 2023-08-15

This paper focused on marketing strategies and the performance of Small and Medium-Scale Enterprises in Kogi State. Marketing strategies were decomposed into specialization, segmentation and product differentiation strategies. Specialization strategy and segmentation strategy were investigated against the performance of SMEs in Kogi State, and the relationship between product differentiation and customer satisfaction was also ascertained. The study used a descriptive research design. Data were gathered and analysed using descriptive and inferential analytical techniques (Multiple Regression and correlation matrix). Findings showed that specialization strategy (promotion strategy and price strategy) has an effect on the performance of SMEs in Kogi State; and that customer satisfaction has a significantly positive relationship with a differentiation strategy. The study concluded that if the promotion strategy and price strategy are combined, the promotion will have a positive effect on the performance of SMEs in Kogi State, and the price will have a negative effect on the performance of SMEs when SMEs focus on the differentiation strategy, customers’ expectations will be met. The study recommended that SME owners should ensure that both promotion strategy and price strategy are not combined together as this can cause varying performance outcomes and that they should focus their differentiation strategy on product quality, product content, operation process, and innovation so as to enhance increased customer satisfaction.

Workforce Diversity and Its Effect on Employees’ Performance among Selected Staff of Economic Commission of West African States Commission in Abuja, Nigeria

J. C. Ihemeje — 2023-08-15

In an organizational setting, a diverse workforce consists of a mixture of various genders, ages, races, ethnic backgrounds, religious beliefs etc. Over the years, the ECOWAS Commission has adopted the workforce diversity principle in managing and staffing their organizations, yet, it is not certain which of the diversity variables has a significant effect on employees’ performance. The study examined the effect of workforce diversity on employees’ performance among the selected staff of the Economic Community of West African States Commission in Abuja. The study adopted a survey research design, while a structured questionnaire rated on a five points linkers scale was administered to collect data meant for empirical data analysis. The hypotheses were tested using multiple regression analysis and data analysed by the use of econometric views. The findings of the study revealed that there is a positive relationship between independent variables of age, gender, educational background and ethnic diversities and the dependent variable of employees’ performance. Specifically, gender diversity has a positive and significant relationship with employees’ performance; age diversity has a negative but significant relationship with employees’ performance; ethnic diversity has a positive and significant relationship with employees’ performance, and educational background has a negative relationship with employees’ performance. The findings indicate that having a diverse workforce and creating an inclusive workforce can improve employee effectiveness. This means that workforce diversity is also an influencer 0n employees’ performance. Following this conclusion, the study recommended that the management of Economic The community of West African States should continue to promote equal employment opportunities for career growth for all gender to help fortify age diversity. Management of the ECOWAS commission should encourage teams made up of different age groups; employ a diverse workforce free of ethnic bias in order to improve employees’ performance; as well as take advantage of granting study leave to encourage employees’ skills.

Women, Poverty and Sustainable Development in Nigeria

Abubakar S. Garba — 2023-08-15

Women are an integral part of society and their contributions in many spheres of life have been recognized (Adepelumi, 2011; Garba, 2011). Notwithstanding their positive role and contributions to socio-economic development, many of them are still suffering from the scourge of poverty in most developing countries. Their inherent disposition in many African cultures put them at a disadvantage position and lower status compared with their men counterparts. For instance, their access to education and participation in other economic activities are being curtailed and to some extent which denied them opportunities to participate and aspire for certain status in the society (Garba, 2011).

Rethinking Strategic Human Resource Response in the Post-Covid 19 Era

Oluwarotimi Odunayo Akintokunbo — 2023-08-15

The COVID-19 pandemic's development has brought about unexpected changes in how businesses and organizations are run. Employers and supervisors have also had to reconsider how to best manage their human resources (HR) while also preparing for potential future unexpected disasters in order to adapt. Unexpected events like external crises, which heighten employee insecurity and represent direct challenges to the performance and profitability of the firm, force today's enterprises to stay vigilant and adaptable. However, with the recent COVID-19 pandemic, organizations suddenly have to navigate the unprecedented and thereby find new solutions to challenges arising across many areas of their operations. To ensure that businesses continued, a work-from-home policy was implemented by almost every other business. This enabled everyone to do their work while maintaining social distancing. Despite the changes, this pandemic taught businesses as well as their HR managers a lot of lessons. This paper examined the need for rethinking human resource management practices in the post-COVID-19 era. The paper is conceptual in nature and thus largely desk research which examined extant literature.