EXAMINING THE RELATIONSHIP BETWEEN TACIT KNOWLEDGE OF INDIVIDUALS AND CUSTOMER SATISFACTION

Ibidunni, Ayodotun Stephen. and Ibidunni, Oyebisi Mary and Oke, Adunola Oluremi and Ayeni, Adebanji William and Olokundun, Ayodele Maxwell (2018) EXAMINING THE RELATIONSHIP BETWEEN TACIT KNOWLEDGE OF INDIVIDUALS AND CUSTOMER SATISFACTION. Academy of Entrepreneurship Journal, 24 (1).

PDF Download (526Kb)

Abstract

This research is focused on testing empirical relationship between individual-tacit knowledge and customer satisfaction in the telecommunication industry. Data was gathered using a mixed method research approach. This involved the use of structured and semi-structured questionnaire from 186 managers and other administrative & technical employees and 519 customers of the four major firms in the Global System for Mobile Communication (GSM) sub-market of Nigeria’s telecommunications industry. Descriptive statistics, Correlation, Regression, T-Test and thematic analysis was carried to test the hypothesis for this research study. The findings showed a significant relationship between individual-tacit knowledge and customer satisfaction. Customers’ level of satisfaction was also found to be significant but with the respondents’ views not in total agreement with one another. The study recommended that managers in the telecommunication industry can enhance the organisation’s customer satisfaction objective by encouraging employees to regularly document their experiences about their most prominent challenges encountered on the job.

Item Type:	Article
Uncontrolled Keywords:	Individual-Tacit Knowledge, Organisational Knowledge, Customer Satisfaction, Telecommunication, Knowledge Management.
Subjects:	H Social Sciences > HF Commerce
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	Mrs Patricia Nwokealisi
Date Deposited:	20 Sep 2018 14:41
Last Modified:	20 Sep 2018 14:41
URI:	http://eprints.covenantuniversity.edu.ng/id/eprint/11870

Actions (login required)

View Item