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VOL. 13, ISSUE 1 (2026)
Customer-centric strategies and operational performance of supermarkets in Port Harcourt, Rivers State
Authors
Chukwuyem Precious Mormah
Abstract
This study examined the relationship between customer-centric
strategies and operational performance of supermarkets in Port Harcourt, Rivers
State. Objectives of the study were to examine how dimensions of customer-centric
strategies such as service personalisation and customer feedback management
relate with operational performance in terms of operational efficiency and process
reliability. Using a correlational research design, data were collected from 80
respondents across 20 supermarkets using structured questionnaire designed in
four response options. In the course of administering the questionnaires, the
researcher was able to retrieve 68 copies. Pearson Product Moment Correlation
(r) was used for the test of hypotheses via SPSS Version 25.0. The findings
revealed that there is a significant relationship between customer-centric
strategies and operational performance of supermarkets in Port Harcourt, Rivers
State. The study concluded that customer-centric strategies enhance operational
performance. Among others, the study recommends that supermarkets should
analyse purchase histories and shopping patterns to personalise product
assortment and promotions, to improve demand forecasting, reduces stock-outs
and waste, and enhance operational efficiency.
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Pages:110-115
How to cite this article:
Chukwuyem Precious Mormah "Customer-centric strategies and operational performance of supermarkets in Port Harcourt, Rivers State". International Journal of Multidisciplinary Research and Development, Vol 13, Issue 1, 2026, Pages 110-115
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