O.J. Kehinde

Effective customer experience management in health-care sector of Nigeria: A conceptual model

Purpose The purpose of this conceptual paper is to introduce the concept of customer experience management (CEM) as a supportive construct in customer loyalty building. In support of Smith and Wheeler (2002) stance, Cronin (2003) argued that organizations should deviate from outdated quality → value → satisfaction → loyalty paradigm to a modern and more flexible paradigm for loyalty building. Design/methodology/approach This paper uses an archival survey of the extant literature to confirm or debunk the position of CEM protagonists within the context of the health-care sector of developing countries, especially Nigeria. Findings This paper presents a new conceptualization on CEM that includes three dimensions of CEM (functional clues, mechanic clues and humanic clues) on customer loyalty in the health-care sector of Nigeria. Therefore, when a health-care organization consciously and effectively makes CEM a strategic priority, it largely leaves a long-lasting impression in the mind of the customers, which invariably retain and build customer loyalty. Research limitations/implications The authors emphasized the importance of how CEM can be used to build loyalty and the need to properly adapt CEM approach in an extremely sensitive service sector, i.e. the health-care sector in developing countries, especially Nigeria. The recommended framework initiates fresh streams of researches for the concept to be carried out empirically in developing countries. Practical implications To retain and build customer loyalty, particularly in the health-care sector of Nigeria, health-care organizations need to understand and adopt CEM clues so as to keep customers loyal in an extremely sensitive service sector. Originality/value Although there are studies on CEM and customer loyalty in the health-care sector of developed countries, research on CEM is very limited in developing countries such as Nigeria. By contributing to the body of knowledge in this area, this research adds significant value. Moreover, the research gives important information on the Nigerian health-care sector, which probably new to several readers.

Data on the relationships between financing strategies, entrepreneurial competencies and business growth of technology-based SMEs in Nigeria

The article presents data on the relationship between financing strategies, entrepreneurial competencies and business growth of technology-based SMEs in Nigeria. Copies of structured questionnaire were administered to 233 SME owners and financial managers. Using descriptive and standard multiple regression statistical analysis, the data revealed that venture capital and business donations significantly influences profit growth of technology-based SMEs. Moreover, the data revealed that technology-`based firms can enhance their access to financing through capacity building in entrepreneurial competencies, such as acquiring the right skills and attitude.

Assessing the influence of social media functionalities on consumer brand equity

This research is aimed at assessing the influence of social media functionalities on brand equity dimensions. This study focused on assessing the effect of two dimensions of social media functionalities (Conversation and Sharing functionalities) of Honey Comb Model [38] on the four dimensions of customer based brand equity of [2]. The data for this study were collected through online survey questionnaire from social media users. The data collected was tested for construct validity, reliability and multiple regression analysis was conducted to test the hypotheses raised in the study. The findings indicate that conversation functionalities have significant and positive influence on all dimensions of brand equity. Sharing functionalities was found to have significant influence on two of the dimensions of brand equity that is on brand awareness and brand loyalty. Findings from this study also indicated that conversation and sharing functionalities must be simultaneously used to achieve a significant influence on brand association and perceived quality/image.

Survey data on bureaucratic processes and entrepreneurial venture performance in SMEs in Nigeria

This article presents data that examined the impact of bureaucratic processes on the performance of small and medium enterprises in Nigeria. A survey was carried out by administering the questionnaire to 400 business owners selected from three reputable associations, namely: NASME, NASSI and ASBON (Nigerian Association of Small and Medium Enterprises, National Association of Small Scale Industrialists and Association of Small Business Owners of Nigeria) in three geo-political zones. Data were analysed using Predictive Analytics Software. Correlation and Regression were employed as inferential statistical tool of analysis. Data set revealed the existence of relationship and the extent to which bureaucratic processes impact the performance of entrepreneurial ventures.

Dataset on humanic clues and customer loyalty in selected hospitals in Lagos State, Nigeria

This article describes survey result on humanic clues and customer loyalty in selected hospitals in Lagos State, Nigeria. This paper obtains information from the customer experience management strategy in considering the techniques in which customer loyalty can be built. 365 copies of questionnaires were retrieved from the customers of the selected four private hospitals in Lagos State. The data gathered from the survey customers were subjected to inferential and descriptive statistics in order to ascertain the sum, mean, standard deviation and the relative importance index (RII). The retrieved copies of questionnaires were analysed utilising SPSS (22). Using the Categorical Regression CATREG analysis, the data article establish that humanic clues have positive influence on customer loyalty. The data collected is openly presented to enhance further analysis.

Survey data on teaching strategies and product innovation: A focus on selected university students in Nigeria

The main objective of this study was to examine the effectiveness of the teaching methods adopted in motivating university students’ in Nigeria to engage in product innovation. Emphasis was laid on Covenant University in Nigeria which is the pioneer institution to offer entrepreneurship education in Nigeria. The study adopted quantitative method with a descriptive research design to establish trends related to the objective of the study. Survey was be used as quantitative research method. The population of this study comprised all students in the selected university which was given as 6401 3. A sample size of 377 students was selected using yards formula. Reliability and validity were confirmed. Data was analyzed with the use of Statistical Package for Social Sciences (SPSS).Regression analysis was used as statistical tool of analysis. The field data set is made publicly available to enable critical or a more extensive inquiry.

A dataset of customer loyalty and variation in perception of customers across demographic characteristics In healthcare sector of Nigeria

The data depicted on customer loyalty in the healthcare sector was concentrated on the variation in perception across demographic characteristics on the subject matter. The data focused on selected private hospitals adjudged to be the best four in Lagos State, Nigeria. In this data article, the variables for customer loyalty were categorized into (repeat purchase, brand insistence, switching restraint and customer satisfaction) for healthcare service sector in Nigeria. The data made used of the personal profile of the respondents as the independent variables to establish a link between the aims of the study and the demographic characteristics via the quantitative method. Data were gathered from 365 respondents through the use of structured questionnaire. The Kruskal Wallis Test was carried out to investigate and identify what accounted for the variation in the customers’ perception on the subject matter. The SPSS (22) was utilized to analysed the data. This dataset is presented openly for easy accessibility for a greater critical examination.

Dataset on customer experience and satisfaction in healthcare sector of Nigeria

The central aim of the study was to show a dataset that empirically examines the connection between customer experience (CE) and customer satisfaction (CS). Few or no research have investigated how customer experience can be used to improve customer satisfaction in the healthcare sector of Nigeria. The study therefore adopted a survey research and the data were generated via a structured questionnaire. A total of 365 copies of the questionnaire were retrieved from the customers of the selected four private hospitals in Lagos State. The questionnaire administered were analysed using SPSS (version 22). Using the descriptive and the Categorical Regression CATREG analysis, the data explained how customer experience have a significant relationship with customer satisfaction. The data gathered is provided openly so as to facilitate further analysis