BUSINESS AND FINANCE JOURNAL

CUSTOMER FEEDBACK INTEGRATION AND SERVICE SYSTEM PERFORMANCE OF SHOPPING MALLS IN PORT HARCOURT, NIGERIA

WARIBUGO SYLVA, UBONG OKOKON ALFRED

August 30, 2024

Citation

BUSINESS AND FINANCE JOURNAL , Vol. 15 (3) (2024) , pp. 181-194

Details

ISSN: 988-47876
Published: August 30, 2024
Status: Published

Abstract

This study examined the relationship between customer feedback integration and service system performance of shopping malls in Port Harcourt, Nigeria. Specifically, the study investigated how feedback collection mechanisms and feedback analysis & interpretation influence service quality and operational efficiency. A cross-sectional survey design was adopted and the accessible population was 2,400 regular customers. A sample size of 343 were drawn from the population and a systematic sampling technique was adopted. only 309 valid respondents were used for the study. Data were collected using copies of a structured questionnaire and analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM) with SmartPLS. The measurement model confirmed reliability and validity. Results indicate that feedback collection mechanisms significantly enhance service quality (β = 0.515, p = 0.000) and operational efficiency (β = 0.191, p = 0.001), though with a modest effect. Feedback analysis and interpretation demonstrated stronger relationships with both service quality (β = 0.276, p = 0.005) and operational efficiency (β = 0.770, p = 0.000). These findings highlight the critical role of systematic feedback integration in improving service delivery and operational outcomes. The study concludes that shopping malls must not only collect customer feedback but also rigorously analyse and apply it to achieve sustainable performance improvements. The study recommends amongst others that shopping malls should invest in diverse and accessible feedback collection channels (e.g., digital surveys, suggestion boxes, social media monitoring). This ensures that customer voices are consistently captured, thereby improving service quality responsiveness.

Download Full PDF

This article is available as a PDF download