KNOWLEDGE RESOURCE AND PERFORMANCE OF WATER PRODUCING FIRMS IN RIVERS STATE, NIGERIA

Amadi, C. U.

Department of Management, Faculty of Management Sciences, Rivers State University, Nkpolu-Oroworukwo, Port Harcourt, Nigeria

Email: chiuche3110@gmail.com

and

Oparanma, A. O.

Department of Management, Faculty of Management Sciences, Rivers State University, Nkpolu-Oroworukwo, Port Harcourt, Nigeria

Email: okachi@yahoo.com

ABSTRACT

The study examined the relationship between knowledge resource and performance of water producing firms in Rivers State, Nigeria. The measures of performance used are improved customer service and market share. The study adopted a cross-sectional survey research design. The targeted population consisted of Management staff from four (4) manufacturing firms that are located in Rivers State that have been in business for over 20 years, which consists of sales managers, supervisors, production managers, audit managers, quality assurance managers, vice or deputy managers and HR managers. The study adopted a census sampling technique since the population of the study was relatively small. Data for the study was collected through a structured questionnaire, while the four-point Likert scale was used to measure the responses from the respondents. Data was analysed using inferential statistics such as the Spearman’s Rank Order Correlation Coefficient Statistics technique to examine the bivariate relationship and to test the hypotheses with the aid of Statistical Package for Social Sciences version 29.0. The results of the study showed that there is a significant positive relationship between knowledge resource and the measures of performance. The study concludes that knowledge resource has a strong relationship with performance of water producing firms in Rivers State, Nigeria. The study therefore recommends amongst others that Water-producing firms should establish robust mechanisms for acquiring customer-related knowledge—such as feedback systems, market surveys, and complaint tracking platforms.

Keywords:     Customer service, knowledge resource, market share, performance