THE INFLUENCE OF CUSTOMER EMPOWERMENT ON BUSINESS PRACTICES
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THE INFLUENCE OF CUSTOMER EMPOWERMENT ON BUSINESS PRACTICES
This study investigated the influence of customer empowerment on business practices, with objectives to evaluate how empowerment impacts customer satisfaction, assess its effect on loyalty, and analyze its role in driving business innovation. A survey research design was utilized to capture comprehensive data from a broad sample, providing robust insights. Taro Yamane’s formula was used to determine a sample size of 340 respondents from the technology sector in Lagos. The reliability coefficient score for the survey was 0.89, indicating strong reliability. Findings indicated that customer empowerment significantly enhances satisfaction, loyalty, and innovation. Recommendations include adopting practices that empower customers, such as transparent communication and inclusive decision-making, to drive satisfaction and loyalty.
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