The Impact of Mobile Apps on Customer Relations in Corporate Communication: A Study of Kwami Local Government Area, Gombe State

The Impact of Mobile Apps on Customer Relations in Corporate Communication: A Study of Kwami Local Government Area, Gombe State

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Background of the Study

Mobile apps have become a vital tool in modern corporate communication, offering businesses the ability to engage with customers directly and efficiently. With the proliferation of smartphones, mobile applications have emerged as essential platforms for delivering services, managing customer relationships, and enhancing overall communication. In Kwami Local Government Area (LGA) of Gombe State, mobile apps are increasingly being adopted by businesses to improve customer interactions and satisfaction. Studies (Musa & Abubakar, 2023; Jibrin et al., 2024) highlight that mobile apps offer a convenient and personalized channel for businesses to communicate with customers, fostering stronger relationships and loyalty. However, the extent to which mobile apps influence customer relations in Kwami remains underexplored. This study aims to examine the impact of mobile apps on customer relations within the corporate communication context in Kwami.

1.2 Statement of the Problem

Despite the growing adoption of mobile apps, many businesses in Kwami LGA struggle to leverage them effectively for customer relationship management. According to Musa and Abubakar (2023), challenges such as poor app design, limited customer awareness, and technical issues hinder the full potential of mobile apps. Furthermore, businesses in Kwami may lack the necessary resources or expertise to develop and maintain customer-centric mobile applications. This study seeks to investigate how mobile apps influence customer relations in Kwami, addressing the challenges and exploring their potential benefits for corporate communication.

1.3 Objectives of the Study

1. To examine the impact of mobile apps on customer relations in Kwami LGA.

2. To identify the challenges faced by businesses in Kwami LGA in using mobile apps for customer relationship management.

3. To evaluate the effectiveness of mobile apps in enhancing corporate communication and customer satisfaction in Kwami LGA.

1.4 Research Questions

1. How do mobile apps influence customer relations in Kwami LGA?

2. What challenges do businesses in Kwami LGA face in using mobile apps for customer relationship management?

3. How effective are mobile apps in enhancing corporate communication and customer satisfaction in Kwami LGA?

1.5 Research Hypotheses

1. Mobile apps significantly enhance customer relations in Kwami LGA.

2. Businesses in Kwami LGA face significant challenges in using mobile apps for customer relationship management.

3. Mobile apps are effective in enhancing corporate communication and customer satisfaction in Kwami LGA.

1.6 Significance of the Study

This study contributes to understanding the role of mobile apps in customer relations and corporate communication. By examining the challenges and benefits of mobile app adoption, the research provides valuable insights for businesses in Kwami LGA and similar contexts. The findings can guide organizations in improving customer engagement, app functionality, and satisfaction, ultimately enhancing the effectiveness of corporate communication strategies.

1.7 Scope and Limitations of the Study

This study is focused on Kwami LGA in Gombe State and investigates the impact of mobile apps on customer relations. The research excludes businesses in other LGAs or those using alternative communication channels.

1.8 Operational Definition of Terms

1. Mobile Apps: Software applications designed for mobile devices, typically smartphones and tablets, enabling businesses to communicate with and serve customers.

2. Customer Relations: The management of interactions between a business and its customers to build loyalty and satisfaction.

3. Corporate Communication: The practice of managing and coordinating all internal and external communication within an organization to maintain consistency and alignment with business goals.

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