This article examines the relationship between market orientation, customers’ perception of firms’ service quality (SQ), and their satisfaction in the Nigeria banking sector. The Expectancy Confirmation Theory (ECT) was adopted to shape this study. The population of this study was employees and customers of Nigerian money deposit banks, and specifically, the survey approach was employed using the quantitative paradigm. We employed simple random sampling technique to select employees and customers from each of the 21 banks making a total of 594 samples, and, thereafter, questionnaires were distributed to customers and employees in the banking hall with the permission of banks. Simple linear and hierarchical regressions were used to test our formulated hypotheses and the study analysis found a positive and significant relationship between market orientation and SQ perceptions of customers. Also, market orientation on customer satisfaction (CSAT) is found to be positive and significant. Market-sensing capabilities were found to have significant but weak effect on the relationship between market orientation and SQ perceptions. Market-sensing capabilities were found to have no effect on the relationship between market orientation and CSAT. In other words, market-sensing capabilities were found not to be a moderator of the relationship between market orientation and CSAT.

This study empirically examines the relationship between mobile marketing strategies and customer patronage of mobile telecommunication services. The study applied a cross-sectional survey design in a structured questionnaire to collect data from 400 accessible telecom subscribers across the 4 major telecom operators which include; MTN, Glo, Aitel, and 9 Mobile. A total of 4 hypotheses were proposed and Spearman’s Rank Correlation Coefficient tool was employed with the help of SPSS version 21.0, in statistically testing them. Findings revealed a positive and significant relationship between the dimensions of mobile marketing strategies and measures of customer patronage. The study, therefore, concludes that mobile marketing is an effective tool in improving purchase intention and referral. Therefore, the research recommends that telecom operators who want to improve patronage of subscribers should adopt mobile websites and SMS marketing; as these tools have been further verified to have a huge capacity to enhance purchase intention and customer referral.

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