Customer Support Service and Customer Satisfaction of Pension Fund Administrators in Uyo, Akwa Ibom State
Keywords:
Customer Satisfaction, Customer Service Personalisation, Customer Support Service, Employees Competency, Proactive SupportAbstract
This study was conducted to examine the influence of customer support service on customer satisfaction among pension fund administrators in Uyo, Akwa Ibom State. The cross-sectional research design was adopted for this study. Primary data were obtained using structured copies of the questionnaire. A simple random technique was used in selecting 384 respondents that were determined using the Walpole (1974) formula for unknown population size. The collected data were analysed and interpreted using descriptive statistics, and the formulated hypotheses were tested using simple linear regression at a 5% level of significance in the Statistical Package for the Social Sciences (SPSS 27). Based on the analysed data, the findings of this study reveal that customer support service and its dimensions have a significant influence on customer satisfaction among pension fund administrators in Uyo, Akwa Ibom State. Thus, it was recommended, among others, that firms wishing to retain and develop loyal customers and expand their customer base provide personalised, customised services that meet their customers’ needs.
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Copyright (c) 2025 Nfawa E. Usani, Saviour S. Okon, Samuel G. Etuk, Aniekan R. Inwang
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