Comparative Analysis of Service Quality and Customers’ Satisfaction of Interest and Non-Interest Based Cooperative Societies in Ilorin Emirate

Ismaila Yusuf MUSTAPHA, Mukaila Ayanda AREMU, Aminu Nassir BRIMAH

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.

Keywords


Service Quality, Non-interest Cooperative Society, Interest Based Cooperative Society, Customer Satisfaction, Ilorin Emirate.

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