THE INFLUENCE OF CUSTOMER SERVICE ON SALES RETENTION
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THE INFLUENCE OF CUSTOMER SERVICE ON SALES RETENTION
This research explores the influence of customer service on sales retention. Objectives are: (1) to assess the impact of customer service quality on repeat sales, (2) to identify key elements of effective customer service, and (3) to analyze customer perceptions of service excellence. A survey design is chosen for its ability to gather extensive data efficiently. Using Taro Yamane's formula, the sample size is 340, ensuring accuracy and reliability. The study focuses on the hospitality industry in Port Harcourt, Nigeria, where customer service is critical. The reliability coefficient score is 0.88, reflecting high consistency. Findings reveal that high-quality customer service significantly enhances sales retention, with responsiveness and personalization being particularly effective. Recommendations include investing in customer service training and implementing feedback mechanisms to continuously improve service quality.
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