Application Of Servqual Model To The Measurement Of Artisans Service Quality And Customer Satisfaction In The North East Of Nigeria

📄 Project Abstract

This study investigated artisans' service quality and customer satisfaction using SERVQUAL model. The study is necessitated by the lack of empirical evidence on the services of artisans and the integrity and reliability problems customer pass through in the hands of artisans in the North East of Nigeria. Survey design was adopted for the study. Data were analysed using paired t- test and regression analysis to test the three hypotheses of the study. The results showed that SERVQUAL dimensions can measure customer satisfaction. Tangibility, Responsiveness, Assurance and Empathy dimensions have a strong positive predictive power on satisfaction in the North Eats of Nigeria. The result further show that reliability dimension fail to show any significant impact on customer satisfaction in the North East of Nigeria, and this is attributed to integrity and reliability problems customers pass through in the hands of artisans. The study further shows that there is a statistically significant d...