Impact of Internal Diversity and Customer Satisfaction at the American University of Nigeria

Abstract

Previous studies on the impact of diversity on customer satisfaction show that organizational diversity typically leads to process-oriented challenges and poor work-related outcomes. This can be difficult for managers at Higher Learning Institutions (HLIs) who are tasked with increasing staff diversity for normative objectives while also being required to prioritize customer satisfaction goals. In this study, 76 out of 100 students filled out Google forms. The descriptive and regression analysis was carried out using SPSS statistical software. The study investigates the effect of internal diversity on customer satisfaction. Following the testing of hypotheses, interpretation and inferential analyses were provided to help managers understand how to boost productivity in diverse workplaces by emphasizing stability and allowing different groups to become acquainted with all aspects of internal diversity practices. This procedure should alleviate coordination and communication challenges inherent in overall diversity. As a result of the study's findings, internal diversity has no significant beneficial influence on customer satisfaction at a 5% significance level. Finally, recommendations were made based on the study's findings. The recommendations were made on how owners, managers or interested policymakers can improve internal diversity and leverage diversity as a whole.