http://irepo.futminna.edu.ng:8080/jspui/handle/123456789/3687 2026-02-20T03:27:18Z http://irepo.futminna.edu.ng:8080/jspui/handle/123456789/30259 Title: Investigating the Effect of Customer Relationship Management on Customer Satisfaction of Abuja Electricity Distribution Company PLC, Nigeria Authors: Adedayo, Olufemi Richard; Ijaiya, Mukaila Adebisi; Dauda, Chetubo Kuta; Daniya, Adeiza Abdulazeez; Bello, Ibrahim Enesi Abstract: The study investigated the effect of Customer Relationship Management (CRM) customer satisfaction using a sample of customers of Abuja Electricity Distribution Company (AEDC). The study was guided by three specific objectives. To achieve these objectives, the study took a quantitative approach using a survey structured questionnaire to collect primary data on each of the variables from 316 staff of AEDC across all its regions and clusters. The demographic data collected was analysed using descriptive statistics in the form of tables and percentages while the null hypotheses were tested using inferential statistics in the form of Structural Equation Modelling (SEM) with Analysis of Movement Structures (AMOS) version 22 software. The findings obtained from the analysis indicated that the model’s R2 was 58%. The results showedthat CRM (Customer knowledge [β =0.171, p-value = 0.048], customer value [β = 0.275, p-value = 0.006], CRM Technology [β = 0.399, p-value = 0.000])has a significant positive effect on customer satisfaction. Therefore, all the three null hypotheses were rejected. The study concluded that CRM has a significant positive effect on customer satisfaction and recommended among others that AEDC’s management should tailor CRM strategies towards satisfying customers which invariably boost company's performance. 2026-01-01T00:00:00Z http://irepo.futminna.edu.ng:8080/jspui/handle/123456789/30203 Title: CUSTOMER RELATIONSHIP MANAGEMENT AND ORGANISATIONAL PERFORMANCE: A SITUATIONAL ASSESSMENT OF ABUJA ELECTRICITY DISTRIBUTION COMPANY Authors: Adedayo, Olufemi Richard; Oni, Emmanuel Olayiwola; Ijaiya, Mukaila Adebisi; Dauda, Chetubo Kuta; Bello, Ibrahim Enesi Abstract: In contemporary business environment, business performance and Customer Relationship Management are two inseparable terms. It is believed that enterprises with effective Customer Relationship Management (CRM) strategies would always post significant positive performance. To examine this assertion, the study examined the effect of Customer Relationship Management on the organizational performance with a focus on Abuja Electricity Distribution Company. The study adopted a quantitative approach using a survey structured questionnaire to collect primary data on each of the variables from 316 staff of AEDC across all its regions and clusters. The null hypotheses were tested using multiple regression analysis. The analysis revealed that customer interaction (β = -0.047, p-value = 0.386) has a non-significant negative effect on AEDC’s performance while customer knowledge (β = 0.047, pvalue = 0.393) and CRM technology (β =0.102, p-value = 0.060) have non-significant positive effects on AEDC’s performance. However, customer value (β = 0.294, p-value = 0.000) has a significant positive effect the performance of AEDC. The study concludes that CRM has no significant effect on the performance of AEDC. Therefore, study recommended among others that AEDC’s management should tailor CRM strategies towards improving customer value which invariably boost company's performance. 2025-09-17T00:00:00Z http://irepo.futminna.edu.ng:8080/jspui/handle/123456789/30202 Title: Business Model Innovation and the Performance of Microfinance Banks in North Central, Nigeria Authors: Saidu, Muhammed Suleiman; Ijaiya, Mukaila A.; Dauda, Abdulwaheed; Dauda, Chetubo Kuta; Bello, Ibrahim Enesi Abstract: Business Model Innovation is believed to have the capacity to improve the performance of small firms especially those in the service sector like the Microfinance banks (MFBs). However, the review of extant literature revealed that there is a paucity of empirical studies investigating the effect of Business Model Innovation (BMI) on MFBs performance in North-Central, Nigeria. Therefore, to fill these gaps in literature, the study investigated the effect of BMI on MFB performance in North - Central Nigeria. To do this, the study used a structured questionnaire to source primary data from 301 sampled MFBs across the states in North-Central Nigeria inclusive of Abuja utilizing a multi-stage sampling technique. The study employed both descriptive statistics and Structural Equation Modelling (SEM) The result showed that value creation (β=-0.061; p=0.738) and value capture (β= -0.056; p = 0.469) have insignificant negative effects on the performance of MFBs, while value proposition (β= 0.143; p=0.555) has an insignificant positive effect on MFBs’ performance, leading to the conclusion that BMI has no significant direct effect on MFB performance in North -Central Nigeria. The study recommends among others the entrenchment of a continuous practice of BMI by MFBs in the study area to enhance their performance. 2025-04-01T00:00:00Z http://irepo.futminna.edu.ng:8080/jspui/handle/123456789/30201 Title: The Need for Sustainable Solutions to Social Problems Through Social Entrepreneurship in South West Nigeria Authors: Aliu, Mukhtar Mayowa; Oni, Emmanuel Olayiwola; Dauda, Abdulwaheed; Dauda, Chetubo Kuta; Ijaiya, Mukaila Adebisi; Bello, Ibrahim Enesi Abstract: This study investigates the evolving needs of social entrepreneurship in providing sustainable solutions to social problems in South West Nigeria. A quantitative research approach and descriptive survey method were adopted. Data for the study were gathered using structured questionnaire from 507 household respondents including Community Development Association (CDA) leaders in South West Nigeria. Descriptive statistics and SEM-PLS were utilised for the analysis of data. The findings revealed that a significant relationship exists between social entrepreneurship and sustainable community development. The study recommends that social enterprises should implement effective social entrepreneurship activities in their organisational models to enhance their social impact. 2025-08-26T00:00:00Z