CUSTOMER ENGAGEMENT STRATEGY AND BUSINESS PERFORMANCE OF AIRLINE OPERATORS IN PORT HARCOURT RIVERS STATE.

ABSTRACT This study was designed on customer engagement strategies and business performance of Airline Operators in Port Harcourt, Rivers State. The aim was to determine how vigor strategy, immersion strategy, and interaction strategy significantly relates with business performance on the measures of productivity, profitability, and sales volume of Airline Operators. It is obvious that firms who seeks for continuity adopts this strategy to enhance business performance. The study employed descriptive survey design, while sample size of thirty-six (36) Airline Operators was selected using purposive sampling method. Data was analyzed in descriptive statistics and Spearman’s Rank Correlation Coefficient (r2) with the aid of Statistical Package for Social Science (SPSS) version 21.0 for test of hypotheses. The study made findings and concluded that customer engagement strategies and business performance is a good insight into the profitability of investments and strategic decisions that should be taken into account in order to remain competitive, profitable, productive, enhance sales volume and boost repeat purchase referrals in such aspects of Airline Operators. Recommendations were; management should ensure that customer’s demands and satisfaction are assured within a time with uses of customer engagement strategies, managers should ensure that there is no cost implication to consider their customer engagement strategies for productive positive correlation and command customers increase the sales volume. Other findings shows that vigor strategy, immersion strategy, and interaction strategy correlates positively with business performance.