Comparative Analysis of Service Quality and Customers’ Satisfaction of Interest and Non-Interest Based Cooperative Societies in Ilorin Emirate.
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Date
2017
Journal Title
Journal ISSN
Volume Title
Publisher
Department of Business Administration, University of Jordan, Jordan.
Abstract
Dissatisfaction of customers (members) with the quality of service of cooperative societies in the recent past has
put their growth and survival in question. The need for qualitative service has made customers to join different
types of cooperative societies with different mode of operations especially interest and non-interest based
cooperative societies. The study specifically examines the difference between service quality and levels of
satisfaction derived by members of Interest and Non-interest based Cooperative Societies as well as the
relationship between service quality and members’ levels of satisfaction. It employed a combination of stratified
and convenience sampling techniques to select 180 target respondents from the study area. Independent t-test
and regression analysis were employed as analytical technique. The study found that there is difference between
service quality and satisfaction levels of members of interest and non-interest based cooperative societies and
there is significant relationship between service quality and satisfaction levels of members of cooperative
societies. It was recommended that Management of the two categories of cooperative societies should explore
the service quality dimensions as means of competitive advantage in their respective areas of operations.
Description
Keywords
Service quality, Non-interest cooperative society, Interest based cooperative society, Customer satisfaction, Ilorin emirate