F. F. Olowokudejo; M. A. Obalola; S. A. Aduloju
Volume 3, Issue 1 , January 2013, , Pages 21-30
Abstract
The main objective of this study is to find out if organizational characteristics intervene in the relationship between CRM and organizational performance in the Nigerian insurance industry. Relevant literature was reviewed and a model consisting of fourteen variables was conceptualized and tested by ...
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The main objective of this study is to find out if organizational characteristics intervene in the relationship between CRM and organizational performance in the Nigerian insurance industry. Relevant literature was reviewed and a model consisting of fourteen variables was conceptualized and tested by means of empirical data collected through a questionnaire. A total of one hundred and eighty (180) copies of questionnaires were administered, one hundred and forty nine (149) copies were duly completed and returned. This represents a response rate of 82.78%. Partial correlation was used to test the hypothesis. Findings show that organizational characteristics (companies’ image and branch network) intervene in the relationship between CRM and organizational performance in the Nigerian insurance industry. The study also shows that the strength of the intervention of companies’ image is stronger than that of branch network. The study recommended that insurance companies should pay attention to their companies’ image and branch network as these constitutes the ‘tangibles’ which customers can use to judge the likely performance of the organization.
Ismaila Adeleke; Ade Ibiwoye; Folake Olowokudejo
Volume 1, Issue 4 , October 2011, , Pages 221-230
Abstract
This study draws attention to the ubiquitous and borderless nature of cybercrime. It examines the prospect of introducing customized cyber insurance policy in the Nigerian market. As secondary data was not available, the study conducted a survey by administering three sets of questionnaire to purposively ...
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This study draws attention to the ubiquitous and borderless nature of cybercrime. It examines the prospect of introducing customized cyber insurance policy in the Nigerian market. As secondary data was not available, the study conducted a survey by administering three sets of questionnaire to purposively selected top executives in four Trade Groups that rely heavily on Internet transactions for their operations. The study found that the rate of usage of the Internet and the attendant exposures to cyber-attacks among the various Trade Groups are quite high. Findings also show that the traditional policies have limitations with respect to protection against cyber risks and that there is a prospect for marketing a specifically designed cyber insurance policy in Nigeria.
Ayodele Omoyiola Fagbemi; Folake Feyisayo Olowokudejo
Volume 1, Issue 3 , July 2011, , Pages 161-170
Abstract
This study aimed at finding out if banks and insurance companies in Nigeria use CRM as a marketing strategy as well as whether these organizations have employed the same variables to achieve Customer Relationship Management. Relevant literature was reviewed and a model consisting of seventeen variables ...
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This study aimed at finding out if banks and insurance companies in Nigeria use CRM as a marketing strategy as well as whether these organizations have employed the same variables to achieve Customer Relationship Management. Relevant literature was reviewed and a model consisting of seventeen variables was conceptualized and tested by means of empirical data collected through a questionnaire survey of four hundred and ninety nine respondents. The research instruments were validated and a pilot study was carried out to test the reliability of the measures. Statistical tools including percentages and Mann- Whitney U test were used. Findings showed that these institutions use CRM as a marketing strategy and also that the variables employed by these organizations to achieve Customer Relationship Management differ.
It is important to point out the originality of this study because it facilitates the development of a new conceptual model which will help future research. To the researchers’ knowledge, this is the first study to compare the CRM strategies used in the two major financial institutions in Nigeria.