Role of Customer Service in Business Administration and Management. A Study of Federal Polytechnic Nekede Owerri
Abstract
The study examines the role of customer service in business administration and management, with a focus on Federal Polytechnic Nekede, Owerri, Imo State, Nigeria. Customer service has been widely recognized as a critical factor influencing business growth, customer loyalty, and organizational sustainability. The study specifically investigates the technical skills required for effective customer service, the impact of customer service on business performance, strategies used by successful organizations, and the relationship between customer satisfaction and business outcomes. The study adopted a descriptive survey design, targeting staff of Federal Polytechnic Nekede as the population. A sample of 100 staff members was selected using simple random sampling. Data were collected through a structured questionnaire divided into demographic and research-focused sections. Responses were analyzed using frequency tables and percentages, while the research hypothesis was tested using the Chi-Square (?2) statistical method. Findings from the study revealed that effective customer service positively influences business growth and sustainability. Technical skills such as communication, problem-solving, and interpersonal skills were identified as critical for customer service excellence. Moreover, the study found that businesses employing structured customer service strategies and maintaining high levels of customer satisfaction experienced improved performance, stronger reputation, and increased customer loyalty. Based on the findings, the study concludes that customer service is a vital component of business administration and management. It recommends that organizations prioritize customer service through staff training, adoption of technology, development of customer-centric policies, and prompt resolution of complaints to enhance customer satisfaction and achieve sustainable growth.
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