Customer Service Management Practices and Profitability of Shopping Malls in Enugu State

The study was to evaluate the customer service management practices and profitability of shopping malls in Enugu State. The specific objectives were to: examine the relationship between empowered customer service staff and sales growth of shopping malls in Enugu State, evaluate the relationship between open line communication and the income generation of shopping malls in Enugu State and determine the relationship between the effective allocation of resources and customer retention of shopping malls in Enugu state. The population of the study was three hundred and fifty-five (355) made up of management and senior staff of the selected shopping malls in Enugu state. The study made use of the whole population because of the small number. A survey design was adopted for the study. Instruments used for data collection were an interview guide and questionnaire. Three hundred and fifty-five (355) copies of the questionnaire were distributed to the respondents and two hundred and ninety-seven (297) copies were returned representing eighty-four (84%) percent, while fifty-eight (58) copies of the questionnaire were not returned representing sixteen percent (16%). This shows a high rate of respondents. Data were presented and analyzed using frequency tables using Sprint Likert Scale. Mean scores and standard deviation were used to analyze the data. The hypotheses were analyzed using the Pearson coefficient correlation (r) statistics tool with the aid of Statistical Package for Social Scientists (SPSS) version 20. The study revealed that Empowered customer service staff had a positive significant relationship with sales growth of shopping malls in Enugu State, (r=.196 < .872, p <.05). An Open line communication had a positive significant relationship with income generation of shopping malls in Enugu state, (r= .533<.858, p <.05) and Effective allocation of resources had a positive significant relationship with customer retention of shopping malls in Enugu state, (r= .269 <.822, p <.05). The study concluded that Empowered customer service staff, An Open line communication and Effective allocation of resources had a positive significant relationship with sales growth, income generation and with customer retention of shopping malls in Enugu state. The study recommended among others that Organisations should endeavor to empower their staff for effective Customer service and for better information to make well-informed decisions that will put them one step closer to achieving their aims.