Influence Of Employee Soft Skills On Customer Service In Fast Food Establishments In Umuahia Metropolis

ABSTRACT

The study determined the effect of employee soft skills on customer service in fast food operation in Umuahia metropolis, it was a descriptive survey research in which 5 specific objectives. 5 research questions and 5 research hypotheses guided the study. The researcher purposively use 135 employees of fast food establishment as its sample size. The research instrument used for data collection was a questionnaire on a 4 point scale of preference, which was subjected to a reliability test that produce a reliability coefficient of 0.81, proving the usability of the instrument. Convenience or assessibility sampling technique was used in the administration of the instrument, Descriptive and Inferential statistics on SPSS version 25 was used to analyze the data generated. Findings revealed that there is no significant relationship between teamwork as a dimension of employee soft skills and customer service of fast food establishments in Umuahia metropolis. Secondly, there is a significant relationship between problem solving as a dimension of employee soft skills and customer service of fast food establishment in Umuahia metropolis. There is significant relationship between communication as a dimension of employee soft skills and customer service of fast food establishment in Umuahia metropolis. Next, there is no significant relationship between critical thinking as a dimension of employee soft skills and customer service of fast food establishment in Umuahia metropolis. Finally, there is no significant relationship between emotional intelligence as a dimension of employee soft skills and customer service of fast food establishment in Umuahia metropolis. Following the positive but insignificant relationship between team work as a dimension of employee soft skills and customer service, the study recommended that human resource departments should design operations to emphasize and educate employee on the importance of team work.

TABLE OF CONTENTS

Title Page        -           -           -           -           -           -           -           -           -           ­-           i

Approval Page -           -           -           -           -           ­-           -           -           -           -           ii

Declaration      -           -           -           -           -           -           -           -           -           -           iii

Certification    -           -           -           ­-           -           -           -           -           -           -           iv

Dedication      -           -           -           -           -           -           -           -           -           ­-           v

Acknowledgements    -           -           -           -           -           -           -           -           -           vi

List of Figures -           -           -           -           -           -           -           -           -           -           vii

List of Tables  -           -           -           -           -           ­-           -           -           ­-           -           viii

Table of Content         -           -           -           -           -           -           -           -           -           ix

Abstract          -           -           -           -           -           -           ­-           -           -           -           xii

CHAPTER 1: INTRODUCTION

1.1       Background of the Study                                                                                           1

1.2       Statement of the Problem                                                                                           3

1.3       Objectives of the Study                                                                                              4

1.4       Research Questions                                                                                                     4

1.5       Research Hypotheses                                                                                                  5

1.6       Significance of the study                                                                                            6

1.7       Scope of the Study                                                                                                     7

CHAPTER 2: REVIEW OF RELATED LITERATURE

2.0.      Introduction                                                                                                                8

2.1       Conceptual Literature                                                                                                 8

2.1.1    Concept of Soft Skill                                                                                                  8

2.1.2.   Evolution of soft skills                                                                                                11

2.1.3.  Importance of soft skills                                                                                             12

2.1.4.   Concept of customer service                                                                                       15

2.1.5.   Importance of customer service                                                                                  17

2.1.6.   Roles of employees in customer service                                                                     20

2.1.7.   Soft skills for effective customer service                                                                    21

2.2.      Theoretical review                                                                                                       31

 2.2.1. Human capital theory                                                                                                  31

2.2.2    Equity theory                                                                                                              32

2.3       Empirical review                                                                                                         33

2.4.      Summary of reviewed literature                                                                                 39

CHAPTER 3: RESEARCH METHODOLOGY

3.1       Research Design                                                                                                         41

3.2       Area of Study                                                                                                             41

3.3       Population for the Study                                                                                            42

3.4       Sample and Sampling Techniques                                                                              43

3.5       Instrument for Data Collection                                                                                   44

3.6       Validation of Instruments                                                                                           45

3.7       Reliability of the Instrument                                                                                       46

3.8       Data Collection Techniques                                                                                        47

3.9       Data Analysis Technique                                                                                            48

CHAPTER  4: DATA ANALYSIS AND INTERPRETATION

4.1       Questionnaire Administration                                                                                     45

4.2       Demographic Characteristics of the Respondents                                                      45

4.3       Inferential Statistics and Hypotheses Testing                                                            51

4.4       Discussion Findings                                                                                                    57

CHAPTER 5: SUMMARY, CONCLUSION AND RECOMMENDATION              

5.1 Summary of Findings                                                                                                       59

5.2  Conclusion                                                                                                                       59

5.3  Recommendation                                                                                                             60

REFERENCES                                                                                                                    62

LIST OF FIGURES

Figure 2.I:       Research Frame work                                                                                     6

Figure 4.1:       Questionnaire Administration and Collection                                                45

Figure 4.2        Distribution of Respondents According to Age Range                                 45

Figure 4.3:       Distribution of Respondents According to Marital Status                             47

Figure 4.4:       Distribution of Respondents According to Educational Level                      48

Figure 4.5:       Distribution of Respondents According to Position                                      49

Figure 4.6:       Distribution of Respondents According to Departments                               50

Figure 4.7:       Distribution of Respondents According to Experience                                  51

LIST OF TABLES

Table 4.1:        Questionnaire Administration and collection                                                 45

Table 4.2:        Distribution of Respondents According to Age Range                                45

Table 4.3         Distribution of Respondents According to Marital Status                             45

Table 4.4:        Distribution of Respondents According Educational Level                          47

Table 4.5:        Distribution of Respondents According Position                                           49

Table 4.6:        Distribution of Respondents According Department                                     50

Table 4.7:        Distribution of Respondents According Experience                                      51

Table 4.8:        Descriptive Statistics                                                                                      52       

Table 4.9         Regression Estimates for the Influence of Employee Soft Skills on

Customer Service of Fast-Food Establishments in Umuahia Metropolis       53