CORPORATE RESPONSIVENESS AND CUSTOMER SATISFACTION OF STOCK BROKING FIRMS IN PORT HARCOURT

Abstract

The purpose of this study was to investigate the relationship between corporate responsiveness and customer satisfaction of stock broking firms in Port Harcourt.. The study adopted an explanatory research design. The population of this study consists of fifteen (15) stock broking firms in Port Harcourt.. The study took a census. Five (5) respondents were drawn from each of the stock broking firms in Port Harcourt making a total of 75 respondents to whom copies a structured questionnaire were administered. The Pearson Product Moment Correlation was the statistical tool used for data analyses, with the aid of Statistical Package for Social Sciences (SPSS), version 22.0 .The study found that there is a strong, positive and statistically relationship between corporate responsiveness and customer satisfaction of stock broking firms in Port Harcourt. Specifically, the results indicated that responsiveness has moderate relationships with perceived quality and perceived value respectively. In view of these findings the study concludes that corporate responsiveness significantly relate with customer satisfaction Therefore, the study recommends that stock broking firms should be, responsiveness enough in order to deliver the desired satisfaction to their customers.